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Case and Knowledge Management

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

 

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

Benefits

Enhance efficiency when you manage, prioritize, and route all employee inquiries 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

The Service Catalog allows you to easily define service offerings for employees.

An example of a human resources catalog with clear definitions of service offerings

The Service Catalog allows you to easily define service offerings for employees.

Make knowledge content from across the organization available for all employees.

An example of knowledge base content and how it helps all employees

Make knowledge content from across the organization available for all employees.

Easily manage and prioritize cases with the Visual Task Board.

An example of knowledge base content and how it helps all employees

Easily manage and prioritize cases with the Visual Task Board.

Manage interactions and requests across functional areas and centers of excellence.

An example of how to quickly configure COEs (centers of excellence)

Manage interactions and requests across functional areas and centers of excellence.

Bulk case creation saves HR time.

An example of a HR Bulk Case Creation page

Bulk case creation saves HR time.

Reporting provides insights to both HR Services and Operations.

An example of a weekly total cost of case management screen with charts and graphs

Reporting provides insights to both HR Services and Operations.

Feature details

All
  • Service Catalog

    Improve the employee service experience, accelerate service delivery, and reduce 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 content within the articles or to an entire article in order to pre‑filter the relevant content for each employee.

  • 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.

  • Centers of Excellence

    Whether it is employee inquiries about 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, while individual workloads can be managed to ensure efficient operation across service delivery teams.

  • 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…

HR Service Delivery

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

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