Create excellent agent and customer experience using ServiceNow Knowledge Management app
With just a few clicks you are ready to leverage knowledge
The benefits of the ServiceNow Knowledge Management App
The ServiceNow Knowledge Management app, ComAround Knowledge™, is at the heart of knowledge in the support ecosystem. Reusing and sharing knowledge in an organization is one of the most critical components of a successful ITSM strategy. ComAround Knowledge™ enables a shift-left strategy by moving cases to cost-efficient support channels, such as Self Service (Level Zero), and by providing a faster and better service experience to customers. The integration app provides a seamless user experience. A great ITSM tool deserves the best knowledge management solution!
A specialized knowledge management tool
- ComAround Knowledge™ is a KCS-verified solution that supports best practice workflow.
- KCS Certified Trainers and the Customer Success Team provides training and advising for succeeding with knowledge management.
- Intuitive and proven self-service interface that really works.
- Prepopulated knowledge articles cover 30% to 50% of knowledge needs from day one.
- Knowledge articles are automatically translated into any language, which reduces publishing time and translation costs.
- Screen video recorder improves the understanding of knowledge articles visually and vocally.
- Dashboard comes with live statistics and searchable history, as well as automatic alarms to identify any knowledge gaps.
Seamless user experience
- With the ServiceNow Knowledge Management app you will close cases faster by capturing, structuring, and sharing knowledge throughout the support flow.
- With just a few clicks you are ready to leverage the knowledge in the organization.
- Knowledge articles are available via the interaction points ServiceNow has within support operations.
- The app provides a seamless user experience.
- The app supports all eight KCS principles.
- Independent knowledge management solution, reduces the risk of having to rebuild and getting stuck in earlier versions of ServiceNow.
- ComAround is a ServiceNow Technology Partner.
“The seamless integration of ComAround Knowledge™ with ServiceNow enables an up to 50% case deflection and a 40% higher first-contact resolution rate.”
“Integrating ComAround Knowledge™ with ServiceNow in combination with KCS will give you 30% more-satisfied employees.”
How the ServiceNow Knowledge Management app works
“One organization with over 10,000 employees using ComAround Knowledge™ increased its usage of Self Service in the organization by 20%” compared with ServiceNow’s built-in knowledge solution.
Take your ITSM solution and support delivery to the next level with a specialized knowledge management tool
Reusing and sharing knowledge in an organization is one of the most critical components of a successful ITSM strategy. ComAround Knowledge™ is at the heart of knowledge in the support ecosystem. ComAround Knowledge™ enables a shift-left strategy by moving cases to cost-efficient support channels, such as Self Service (Level Zero), and by providing a faster and better service to customers. The integration with ServiceNow provides a seamless user experience.
ComAround Knowledge™ is an intuitive tool for the service desk team and its customers, with an outstanding interface and functionality. The service desk’s daily workload will become lighter and more efficient by capturing, structuring, and sharing knowledge throughout the organization. Knowledge articles are automatically translated into any language, which reduces publishing time and translation costs and improves customer service. A library with thousands of knowledge articles shortens the time needed to get started. The screen video recorder improves the understanding of knowledge articles by capturing each step of the solution visually and vocally.
Using solid statistics the service desk gets a thorough understanding of the customer’s needs, which it can then use to improve and publish new knowledge articles at the right time. The majority of the incidents won’t even reach the service desk due to customers solving their problems themselves using self service. Customers will get quick answers to their problems directly from ServiceNow through ComAround Knowledge™ articles when they register an incident. When the service desk captures questions by phone, e-mail, or chat, etc. and then registers incidents in ServiceNow, the service desk is able to link to knowledge articles and close the incidents.
ComAround Knowledge™ is KCS v6 Verified. The integration with ServiceNow seamlessly supports all eight KCS principles. ComAround’s KCS Trainers and Success Team provide training and guidance for succeeding with knowledge management. ComAround has helped thousands of support organizations to streamline and enhance their support service by using relevant knowledge.