ServiceNow Communities

What ServiceNow Communities is

ServiceNow Communities gives customers and employees a place to ask questions, exchange expertise, and solve problems through self-service. Members can join forums and topic discussions, subscribe to content, and track new posts in an activity feed. Useful answers can be converted into knowledge articles, while questions that remain unanswered can be escalated into cases manually or through workflows. Cross-portal search helps people find solutions across self-service channels.

Communities supports images, videos, and blogs, with access controls, approval-based moderation, and user reports for content. Engagement features include dashboards for key performance indicators, points and badges, and event pages for online or in-person gatherings. Organizations can enable CAPTCHA-protected, two-step self-registration, and guided setup can be paused and continued later. The product is available with ServiceNow Customer Service Management and HR Service Delivery. It is a paid offering with pricing available on request, and supports web and API access. ServiceNow, founded in 2004 and headquartered in Santa Clara, California, describes the audience as employees, customers, partners, and prospects.

Who it suits

It suits organizations that want customers, employees, partners, or prospects to find peer answers and contribute reusable knowledge. Teams that need moderation, case escalation, engagement reporting, or community events may also find its tools relevant.

Getting started

1. Visit the ServiceNow Communities product page.
2. Review Customer Service Management and HR Service Delivery as the listed products that include Communities.
3. Contact ServiceNow for pricing.
4. Use guided setup, which can be paused and resumed.
5. Enable CAPTCHA-protected two-step self-registration if members will register themselves.

Verdict

Choose ServiceNow Communities if your organization wants discussions, knowledge creation, and case escalation in a self-service community. Consider another option if you need a published price before contacting the provider.