Knowledge Management Knowledge Management allows you to gather, analyze, store, and share knowledge and information within your organization. You can use it to create knowledge articles and add them to knowledge bases that are available to your service fulfillers, end users, and customers. By empowering users with proven solutions to known issue and instructions for common tasks, you enable self-service, offload agents, and increase user satisfaction. Users can easily search the knowledge base for relevant, personalized knowledge content from any ServiceNow app using intelligent AI-powered search capabilities, and ServiceNow also uses AI to automatically surface relevant content to service delivery teams so they can give fast and accurate answers to end users. Because it’s easy to author knowledge articles with Knowledge Management (it works seamlessly with Microsoft Word online), you can have agents create articles as they discover solutions to new problems, and you can also harvest solutions from your user community. At the same time, Knowledge Management provides processes for categorizing, reviewing, and approving articles so you maintain control over your content. Knowledge Management also helps you to continuously improve the quality and completeness of your content. Not only does it allow you to monitor article use and user feedback, but it uses machine learning to automatically identify and visualize knowledge gaps so you can create new, high-value content, and to identify duplicate articles that need to be rationalized or deleted. Give users a familiar writing experience with seamless Microsoft Word Online integration with Knowledge Management. © 2022 ServiceNow, Inc. All Rights Reserved. Confidential. 6