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ServiceNow® Governance, Risk, and Compliance Illustration

Case and Knowledge Management

Stop relying on inefficient processes and tools like email and spreadsheets to provide HR service to your employees.

 

ServiceNow® Case and Knowledge Management allows you to standardize the documentation, interaction, and fulfillment of employee inquiries and requests, improving HR efficiency and making it easier for employees to get the services they need.

Benefits

Enhance HR efficiency when you manage, prioritize, and route all employee inquires and requests in one system

Capture and share information by creating knowledge base articles on popular topics and frequently asked questions

Improve services over time when you gain visibility into the volume and types of employee inquiries and requests

Application Highlights

Manage interactions and requests across functional areas and centers of excellence

Manage interactions and requests across functional areas and centers of excellence

Manage interactions and requests across functional areas and centers of excellence

Easily manage and prioritize cases with the Visual Task Board

Easily manage and prioritize cases with the Visual Task Board

Easily manage and prioritize cases with the Visual Task Board

The HR service catalog allows you to easily define your HR service offerings

The HR service catalog allows you to easily define your HR service offerings

The HR service catalog allows you to easily define your HR service offerings

Capture knowledge from across the organization and make it available for all employees

Capture knowledge from across the organization and make it available for all employees

Capture knowledge from across the organization and make it available for all employees

Bulk case creation saves HR time

Bulk case creation saves HR time

Bulk case creation saves HR time

Reporting provides insights to both services and HR operations

Reporting provides insights to both services and HR operations

Reporting provides insights to both services and HR operations

Feature Details

All
  • Centers of Excellence

    Whether it is employee inquiries around benefits, compensation, payroll, or talent management, all functional areas or centers of excellence (COE) can be configured and managed through a single case management solution.

  • Visual Task Board

    Leadership gets a real‑time and interactive view of all cases being worked on by HR agents. Cases can be prioritized based on service level agreements, and individual workloads can be managed to ensure efficient operation across service delivery teams.

  • HR Service Catalog

    Improve the employee service experience, accelerate service delivery, and reduce HR operational costs by providing a menu of services employees can choose from, backed by efficient workflows and automation.

  • Knowledge Management

    A knowledge base makes it easy for employees to find relevant, accurate, and consistent information on topics like benefits, travel, expense policies, and training. Apply HR criteria to the articles to prefilter relevant content for employees and HR so getting information is more efficient.

  • Reporting

    Simple dashboards make it easy to proactively report on and improve the delivery of HR services. Now it is easy to understand the volume, types of services, and workloads handled by HR. This is the data you need to optimize resources and improve services.

  • Bulk Case Creation

    For situations that require agents to create the same case type for multiple employees, such as a payroll run issue or annual recertification, HR can create and track all these cases at once rather than individually.

Case and Knowledge Management
Is Part of…

Consumerize the employee service experience

HR Service Delivery

A suite of applications designed to make it easy for employees to get service from HR and other departments.