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What is ServiceNow Knowledge Management?
Boosting self-service options for both customers and employees while enhancing agent productivity can be achieved through the use of contextual knowledge driven by machine learning technology. By connecting with the Service Portal, users gain access to extensive knowledge resources, allowing them to conveniently search, browse, and read articles from their desktops or mobile devices. Moreover, analyzing insights into knowledge needs can strengthen self-service functionalities and speed up case resolutions by automatically identifying knowledge shortfalls, which are then assigned to authors for quick remediation. Additionally, promoting the creation of in-context knowledge enables agents and employees to generate pertinent articles while actively engaged in tasks such as handling cases or incidents. This method not only enriches the relevance of knowledge but also employs machine learning to effectively pinpoint and visualize knowledge gaps for appropriate task assignment. In this way, the strategy not only enhances user experience but also drives continuous improvement in service delivery. Ultimately, this holistic approach seeks to facilitate easier access to information and significantly boost overall operational efficiency.
What is LearnLode?
Efficient management of knowledge plays a vital role in elevating the quality of customer service. By addressing customer inquiries swiftly, companies can boost their First Call Resolution rates significantly. Keeping team members updated in real-time about ongoing issues is essential, and call scripting offers a valuable framework for customer interactions. Utilizing the knowledge within your enterprise can uncover critical insights that drive improvement. It’s important to harness the skills and expertise of subject matter experts located within your organization. Encouraging smooth collaboration among team members is key to achieving overall success. Utilizing SMART analytics allows for continuous monitoring and enhancement of knowledge management practices to ensure peak performance. LearnLode stands out as a user-friendly SaaS solution that can be deployed independently. Resources can be created and managed quickly by team leaders or Operations Managers, facilitating immediate use without the burden of setup or integration costs. Effective Knowledge Management serves as a crucial asset for enhancing customer service in contact centers. By providing agents with a comprehensive knowledge base and decision-making tools, organizations can achieve outstanding outcomes, thereby elevating customer satisfaction and fostering loyalty. This not only enables businesses to meet customer needs but also positions them to consistently surpass expectations, further solidifying their market presence. Ultimately, the integration of these strategies creates a cycle of continuous improvement that benefits both the business and its clients.
Integrations Supported
Aisera
API Availability
Has API
API Availability
Has API
Pricing Information
Pricing not provided.
Free Trial Offered?
Free Version
Pricing Information
Pricing not provided.
Free Trial Offered?
Free Version
Supported Platforms
SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux
Supported Platforms
SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux
Customer Service / Support
Standard Support
24 Hour Support
Web-Based Support
Customer Service / Support
Standard Support
24 Hour Support
Web-Based Support
Training Options
Documentation Hub
Webinars
Online Training
On-Site Training
Training Options
Documentation Hub
Webinars
Online Training
On-Site Training
Company Facts
Organization Name
ServiceNow
Date Founded
2004
Company Location
United States
Company Website
www.servicenow.com/products/knowledge-management.html
Company Facts
Organization Name
LearnLode
Company Website
www.learnlode.com
Categories and Features
Knowledge Management
Artificial Intelligence (AI)
Cataloging / Categorization
Collaboration
Content Management
Decision Tree
Discussion Boards
Full Text Search
Knowledge Base Management
Self Service Portal
Categories and Features
Knowledge Management
Artificial Intelligence (AI)
Cataloging / Categorization
Collaboration
Content Management
Decision Tree
Discussion Boards
Full Text Search
Knowledge Base Management
Self Service Portal
