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Case and Knowledge Management

Standardize the documentation and fulfillment of employee inquiries and requests to deliver a better service experience.

Benefits of Case and Knowledge Management

Enhance efficiency

Manage, prioritize, and route all employee inquires and requests through a single workspace.

Capture and share information

Create knowledge base articles on popular topics and frequently asked questions.

Improve service delivery

Gain visibility into the volume and types of employee inquiries and requests.

Protect employee privacy

Maintain confidentiality for employee relations cases by securing worker information and records.

Features of Case and Knowledge Management

Use case management tools to resolve employee inquiries

Single-pane view

Deliver efficient resolutions for employee issues with all service desk tools in a single workspace.

Provide self-help knowledge management tools and enhance employee support with the services catalog

Employee self-help

Support employee service inquiries with automated workflows for fast access to relevant information.

Maintain worker confidentiality with Employee Relations

Secured employee data

Empower employees to report misconduct in the workplace with full confidentiality.

Improve employee support with dashboard-accessible data

Simple dashboards

Report on, understand, and improve HR service and workloads to make the most of your resources.

Case and Knowledge Management is available with HRSD

How to get Case and Knowledge Management

Case and Knowledge Management is available with HR Service Delivery. Deliver the right experience to employees anywhere.

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Talk to an expert

Get answers to your questions and discover how ServiceNow can help you transform your business with modern digital workflows.