AI search
Connect employees and customers to the answers they need in a powerful, consumer-grade search experience. Provide relevant, personalised results.
Analytics and dashboards
Monitor knowledge base and article use, publishing timelines, article ageing, user feedback and knowledge gaps to fine‑tune content and publishing processes.
Article versioning
Create and compare multiple versions of knowledge articles, track changes and revert content to an earlier published version.
Contextual search
Cut resolution time by suggesting agent answers that match text entered during case or incident creation, and present relevant articles to deflect service requests.
Feedback management
Act on customer and internal user feedback with an out-of-the-box, closed-loop process to continually improve organisational knowledge.
Guided setup
Simplify setup and deploy quickly with easy-to-follow configuration steps and embedded help. Gauge your implementation progress with visual status checks and get it right the first time—no need for expert assistance.
Group ownership
Assign articles to content ownership groups. Let teams manage feedback and maintenance, improving article quality and response timeliness.
In-context creation
Increase knowledge relevance by allowing agents and employees to capture knowledge articles during work processes, such as managing cases or incidents.
KCS v6 verified1
Bring industry best practices to your organisation and ensure that you're meeting the latest standards.
Knowledge blocks
Create reusable knowledge article content blocks to reduce redundancy and improve productivity.
Knowledge demand insights
Use machine learning to automatically identify and visualise knowledge gaps for assignment.
Knowledge harvesting
Crowdsource knowledge and convert unstructured conversations into structured knowledge. Create new articles from solutions in active, engaged communities.
Microsoft Word authoring
Give users a familiar writing experience with seamless Microsoft Word Online integration.
Microsoft Word importing
Jumpstart your knowledge base by importing Word documents directly with HTML formatting support to preserve tables, lists and links, as well as text styling. Images are attached to the knowledge article and embedded in the body.
Search filtering
Configure the search results page with multiple methods of filtering, and sort results lists.
Service Portal integration
Expose available knowledge through the Service Portal and allow customers and employees to search, browse and view articles via desktop or mobile device.
Similar articles
Use machine learning to surface similar articles. Help portal users and agents find solutions quickly and knowledge authors identify potential duplicates.
Subscriptions
Push relevant articles to customers and employees to increase self-service and engagement. Let users subscribe to articles and knowledge bases, and notify them about new or modified content.
Translation management
Assign tasks automatically, identify missing translations and integrate with third-party tools.
Workflow
Take advantage of superior Now Platform® workflows to configure your knowledge publish and retire workflows. Let each department maintain its own knowledge base with custom workflows.
