Communities - Self-Service Experiences

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Communities

Help customers and employees get their questions answered, connect with peers, and share expertise. It’s self-service problem solving made easy.

Communities

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Benefits of Communities

Solve issues quickly

Give customers and employees a simple way to crowdsource answers for personalized self-service.

Get actionable insights

Gain visibility into customer and employee needs and issues to better guide your business.

Lower your costs

Resolve common issues and discover new solutions to increase service efficiency.

Features of Communities

Forums and topics

Define areas of interest and let users engage by sharing different types of content.

Subscriptions

Subscribe to forums, topics, and content. See and react to new content quickly in your activity feed.

Harvest knowledge

Turn community solutions into knowledge articles easily to expand your self-service content.

Case integration

Escalate unanswered questions into cases manually or automatically using workflows.

Additional features

Content types

Post various types of content including images, videos, and blogs, with granular access controls.

Cross-portal search

Integrate with other channels so users can search for solutions across all self-service options.

Dashboard

Set and monitor KPIs to understand user engagement and chart community progress and success.

Gamification

Use points, levels, and badges to make participation fun and encourage engagement.

Self-registration

Make it easy to register using a Captcha-supported, two-step process.

Guided setup

Get help with initial configuration, track your progress, and finish the setup process later.

Forum moderation

Set content to require approval and allow community users to report content.

Events

Host in-person or online events and create a landing page with all the details.

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Now on Now: Optimizing Self-Service Customer Support in the ServiceNow^® Community

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ServiceNow Customer Service Management

Self-Service in ServiceNow Customer Service Management

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ServiceNow Employee Workflows

How to get Communities

Communities is available with these ServiceNow products.

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Discover technology alliance partner solutions in our global ecosystem.

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Learn proven strategies from our most successful partners and customers.

Customer Service Management

Improve service operations and engage your customers.

HR Service Delivery

Deliver the right experience to employees anywhere.