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ServiceNow Financial Services Operations from ServiceNow

Knowledge management platform with AI-powered search capabilities, document management, integrated workflows, self-service portals, and performance analytics. Enables insurance agents to access standardized procedures, compliance information, and product details to improve customer service efficiency.

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Product analysis by function

Knowledge Management Systems for Customer Service

Repositories of information, procedures, and policies that help customer service representatives quickly access accurate information to resolve policyholder inquiries.
More Knowledge Management Systems More Customer Service ...

Content Management
(13 Yes /13 Known /13 Possible features)

Integration & Connectivity
(10 Yes /10 Known /10 Possible features)

User Management & Access Control
(9 Yes /9 Known /9 Possible features)

Search & Retrieval
(8 Yes /8 Known /10 Possible features)

Automation & Workflows
(8 Yes /8 Known /8 Possible features)

Compliance & Security
(8 Yes /8 Known /8 Possible features)

Reporting & Analytics
(6 Yes /6 Known /8 Possible features)

User Experience & Interface
(7 Yes /7 Known /8 Possible features)

Collaboration & Communication
(5 Yes /5 Known /6 Possible features)

Scalability & Performance
(3 Yes /3 Known /8 Possible features)

Help Desk Software for Client Services

Ticketing and support systems for tracking and resolving client inquiries and technical issues.
More Help Desk Software More Client Services ...

Ticket Management
(13 Yes /13 Known /13 Possible features)

Client Communication
(10 Yes /10 Known /10 Possible features)

Integration & API
(9 Yes /9 Known /9 Possible features)

Automation & Workflow
(10 Yes /10 Known /10 Possible features)

Reporting & Analytics
(7 Yes /7 Known /10 Possible features)

Security & Compliance
(10 Yes /10 Known /10 Possible features)

User Interface & Usability
(9 Yes /9 Known /10 Possible features)

Knowledge Base & Self Service
(8 Yes /8 Known /8 Possible features)

Customization & Branding
(7 Yes /7 Known /7 Possible features)

Deployment, Reliability & Scalability
(7 Yes /7 Known /10 Possible features)

Support & Vendor Service
(9 Yes /9 Known /9 Possible features)

IT Service Management Solutions for IT and Infrastructure

Systems for managing IT service requests, incidents, problems, and changes across the organization, often following ITIL or other service management frameworks.
More IT Service Management Solutions More IT and Infrastructure ...

Service Request Management
(14 Yes /14 Known /15 Possible features)

Incident Management
(0 Yes /0 Known /13 Possible features)

Problem Management
(0 Yes /0 Known /12 Possible features)

Change Management
(0 Yes /0 Known /13 Possible features)

Asset and Configuration Management
(0 Yes /0 Known /12 Possible features)

Service Level Management
(0 Yes /0 Known /10 Possible features)

Integration & Extensibility
(5 Yes /5 Known /10 Possible features)

Security & Compliance
(8 Yes /8 Known /11 Possible features)

Reporting & Analytics
(6 Yes /6 Known /10 Possible features)

User Experience & Accessibility
(4 Yes /4 Known /10 Possible features)

Administration, Support & Scalability
(7 Yes /7 Known /11 Possible features)

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Document Version Control Tracks revisions and previous versions of documents and articles.		ServiceNow Knowledge Management keeps every article revision with rollback capability, providing full document version control.
Content Tagging Allows classification and easy retrieval of information via tags or keywords.		Articles can be organized by metadata, categories and tags that drive search and permissions.
Content Search Functionality Enables robust and fast search across all knowledge assets.		ServiceNow AI Search delivers fast, enterprise-wide search across all knowledge assets.
Multimedia Support Ability to store and manage files in various formats (text, images, videos, etc.).		Knowledge articles support rich-text, images, video and file attachments, covering common multimedia formats.
Bulk Import/Export Supports uploading/downloading large volumes of content at once.		CSV/XML bulk loaders and IntegrationHub allow large-scale import and export of articles.
Content Approval Workflow Requires submitted content to go through review and approval before publication.		Out-of-box approval flows are available for draft, review and publish steps.
Automated Content Archiving Older or outdated content can be automatically archived based on rules.		Article retirement rules automatically archive content after a specified date.
Article Feedback Allows users to rate or comment on articles for relevance and accuracy.		End-users can give 1-5 star ratings and leave feedback on each article.
Personalized Recommendations System suggests relevant content based on the user's role or recent queries.		The AI Search Recommendation engine surfaces related content based on user role and prior activity.
Localization/Translation Supports multiple languages for multinational customer service teams.		Translation Management application supports article localization into 30+ languages.
Content Usage Analytics Tracks which articles are used most frequently, by whom, and in which contexts.		Performance Analytics reports include article views, deflection counts and usage heat-maps.
Content Expiry Notifications Notifies administrators or content owners prior to article expiration.		Scheduled notifications warn owners before article expiration.
Content Templates Provides reusable templates for standard content types.		Knowledge templates (FAQ, Procedure, Policy, etc.) ship with the platform.

CRM Integration Connections with Salesforce, Microsoft Dynamics, or insurance-specific CRM platforms.		Pre-built spokes integrate with Salesforce and MS Dynamics; additional connectors available via IntegrationHub.
Ticketing System Integration Ability to link with help desk or case management systems.		Incidents/cases from external ticketing tools can be synced through connectors or email ingestion.
APIs Available Provides APIs for third-party integrations.		Comprehensive REST, SOAP and GraphQL APIs are documented on developer.servicenow.com.
Contextual Pop-Ups/Overlays Enables context-sensitive suggestions within external platforms.		‘Contextual Search’ pops up suggested articles inside Agent Workspace and external forms.
Telephony Integration Supports CTI or screen pops for call center use.		OpenFrame and partner CTI adapters provide screen-pop and click-to-dial capabilities.
Single Sign-On (SSO) Supports integration with corporate SSO systems.		Supports SAML, OAuth and OIDC for corporate SSO.
Data Import/Export Options Supports data movement to and from other enterprise systems.		Data can be moved via Import Sets, Scheduled Exports, MID Server and IntegrationHub.
Webhooks Allows system events (like article updates) to trigger external workflows.		Outbound REST, Event Management and IntegrationHub provide webhook style event delivery.
Chatbot Integration Compatible with chatbot solutions for automated support.		Virtual Agent chatbot surfaces knowledge answers and can be embedded in web or mobile experiences.
Mobile Application Integration Knowledge base access within mobile agent or customer service apps.		Native iOS/Android apps allow access to knowledge articles and workflows.

Role-Based Access Control Allows administrators to set user permissions based on job roles.		Role-Based Access Control (RBAC) model controls CRUD operations down to table/field level.
Multi-Tenancy Support Supports segmented access and data for different business units or affiliates.		Domain Separation enables multi-tenant data segregation for large financial groups.
User Activity Tracking Monitors user activity within the knowledge base (logins, edits, searches, etc.).		User Interaction logs and usage analytics track logins, searches and edits.
Audit Trails Comprehensive logs for compliance and monitoring.		Every change is recorded in the system Audit table, supporting compliance audits.
Granular Access Restrictions Restricts access to specific articles or content collections as needed.		Article-level ACLs restrict visibility to specific groups or roles.
Bulk User Management Onboarding, offboarding, or modification of user roles in bulk.		User Administration module supports CSV/SCIM bulk operations.
Delegated Administration Allows local managers to manage users within their scope.		Scoped-admin roles allow sub-business units to manage their own users.
Self-Service User Profile Management Users can update their own profiles, roles, and preferences.		Portal users can update their own profile picture, contact info and notification preferences.
Temporary Access Permissions Short-term permissions for audits or projects.		Elevated-role feature grants time-bound permissions for audits/projects.

Full-Text Search Searches all content, not just titles or tags.		Elastic full-text index powers search across titles, body and attachments.
Natural Language Processing (NLP) Understands user queries in plain language.		NLP intent detection is used in AI Search and Virtual Agent.
Faceted Search Allows users to filter results using multiple criteria.		Search results can be filtered by metadata such as product, region, or document type.
Search Result Ranking Sorts search results by relevance or usage statistics.		Relevance scoring boosts articles with higher usage/feedback.
Auto-Complete Suggestions Suggests terms or articles as the user types.		Type-ahead suggestions appear as the user enters keywords.
Synonym Recognition Understands synonyms or alternate terminology.		Search dictionaries include synonyms and alternate spellings configured by admins.
Recent and Frequent Searches Enables quick access to recent and frequently searched terms.		Recent searches are displayed in the search bar history within Agent Workspace.
Saved Searches Allows users to save complex searches for later reuse.		Users can save search filters as favorites for quick reuse.
Search Speed Average response time for executing user searches.		No information available
Result Pagination Limit Maximum number of items displayed per page of search results.		No information available

Automated Content Assignment Directs articles to the relevant subject matter expert or team for review.		Flow Designer can auto-route new articles to product SMEs based on metadata.
Approval Workflows Multi-step process for publishing or updating content.		Multi-step approval workflow comes out-of-box and is configurable.
Content Review Reminders Automated notifications for scheduled article reviews.		Review date field triggers reminder notifications before review is due.
Escalation Rules Automatically escalates complex queries to specialized staff.		Escalation rules in Customer Service Management integrate with FSO case queues.
Automated Policy Updates Pushes policy/procedure changes to relevant users immediately.		Policy and procedure changes can be pushed instantly via Announcement and Notification services.
Task Automation Automates repetitive knowledge management tasks using scripts or RPA.		RPA Hub and Flow Designer automate repetitive content tasks.
Workflow Customization Users can build custom workflows tailored to their business processes.		No-code Flow Designer lets users build custom workflows with triggers and conditions.
Trigger-Based Notifications Sends notifications based on predefined triggers (article changes, comments, etc.).		Notification engine can fire on create, update, comment events, etc.

Data Encryption at Rest Stored content is encrypted to prevent data breaches.		Encryption at Rest provided via database encryption and field-level encryption options.
Data Encryption in Transit Content is encrypted as it moves over networks.		TLS 1.2+ secures data in transit for all customer instances.
Regulatory Compliance Certifications Compliance with relevant standards (GDPR, HIPAA, SOC 2, etc.).		ServiceNow holds SOC 2 Type II, ISO 27001, GDPR and other certifications.
Custom Data Retention Policies Configurable policies for how long different content is retained.		Retention policies can be configured per table or record type for compliance.
Access Logging Logs of all access to sensitive or restricted articles.		Access logs record every read of restricted knowledge articles.
Multi-Factor Authentication (MFA) Requires more than one form of identification for login.		MFA supported through Duo, Okta or native mobile push.
Content Redaction Tools Automatically removes or hides sensitive information in content.		Data Masking and Edge Encryption support content redaction requirements.
Legal Hold Support Prevents deletion of content under legal investigation.		Legal Hold plugin preserves records for litigation or regulatory review.

Article Performance Dashboard Visualizes the most useful, viewed, and referenced knowledge items.		Knowledge dashboards visualize article views, feedback and deflection metrics.
User Adoption Reports Tracks engagement and usage across the workforce.		Performance Analytics ‘Adoption’ pack shows usage trends and active users.
Knowledge Gap Identification Identifies areas with insufficient or missing content.		Search analytics highlight queries with zero results to identify content gaps.
Custom Report Builder Creates tailored reports combining different data sources.		Report Designer lets business users drag-and-drop any fields into custom reports.
Exportable Reports Dashboards and charts can be exported to PDF, Excel, etc.		Reports and dashboards can be exported to PDF, Excel or PowerPoint.
Real-Time Analytics Provides up-to-date insights on system and user activity.		Agent Workspace widgets update in real-time using Live Data.
Time to Resolution Calculates the average time taken to answer customer queries using the knowledge base.		No information available
Search Effectiveness Ratio Percentage of searches that result in successful case resolution.		No information available

Customizable Dashboards Personalized layouts and widgets for different roles.		Dashboards are fully customizable with UI Builder and role-based widgets.
Mobile Responsiveness Optimized layouts and features for smartphones and tablets.		Next Experience UI is responsive across desktop, tablet and mobile.
Accessibility Compliance Meets accessibility standards (WCAG 2.1, ADA) for users with disabilities.		ServiceNow follows WCAG 2.1 AA standards and publishes VPAT reports.
In-Context Assistance Guided tours and tooltips to explain features in the interface.		Guided Tours and Tooltips provide contextual help within the UI.
Theme/Brand Customization Supports corporate branding and custom color schemes.		Theme settings allow logo, colors and CSS overrides to match brand.
Bookmarking and Favorites Allows users to save and quickly retrieve key articles.		Users can ‘Mark Favorite’ to bookmark key articles for quick access.
Drag-and-Drop Organization Reorganize structure and collections with simple drag-and-drop.		Knowledge categories can be reorganized via drag-and-drop in the taxonomy editor.
Performance (UI response time) Average time taken for the interface to respond to input.		No information available

Real-Time Collaboration Multiple users can edit or contribute to articles simultaneously.		No information available
Internal Messaging/Commenting Conversations about articles and proposed changes within the platform.		Article comments and worknotes enable threaded discussions internally.
Knowledge Suggestion Box Users can submit ideas or corrections for new content.		Portal ‘Idea’ and ‘Submit Knowledge’ forms capture user suggestions.
Peer Review Function Assignments for peer review before publishing content.		Workflow can enforce peer review tasks prior to publication.
Task Assignment & Tracking Assign and monitor progress on related knowledge tasks.		Task tables and visual boards track assignment progress.
Comment Moderation Moderate and manage feedback and comments before visibility.		ACLs and moderation state control visibility of user comments.

Concurrent User Support Number of users who can use the system at the same time.		No information available
Content Capacity Maximum volume of articles or documents the system can handle.		No information available
Uptime Guarantee Percentage of time the system is operational and available.		No information available
Load Balancing Distributes system traffic to ensure smooth experience under heavy use.		Load balancing is built-in at the application and network layer for all multi-node instances.
Geographic Replication Content replication across regions for disaster recovery or speed.		Multi-region data centers replicate content for resiliency and latency.
Automated Scaling Automatically increases/decreases resources to meet demand.		Auto-scaling adds or removes application nodes based on workload.
Backup Frequency Frequency with which system data is backed up.		No information available
Disaster Recovery Time Objective (RTO) Target restoration time after a disruptive event.		No information available

Ticket Creation System allows staff or clients to open new support tickets.		ServiceNow allows staff and clients to open new support tickets via self-service portals.
Ticket Assignment Automated or manual assignment of tickets to appropriate agents or teams.		ServiceNow supports both automated and manual assignment of tickets through integrated workflows.
Ticket Prioritization Capability to set and modify ticket priority levels based on severity or type.		Workflow tools allow prioritization based on severity or type, as part of case/ticket management.
Ticket Categorization Tickets can be categorized by issue type or department.		Tickets can be categorized by issue type/department, as per standard ServiceNow configuration.
Ticket Status Tracking System tracks status changes (open, in progress, resolved, closed) for each ticket.		ServiceNow tracks and displays ticket statuses (open, in progress, resolved, closed).
Bulk Ticket Editing Ability to edit or update multiple tickets at once.		Bulk ticket updating/editing is available within ServiceNow’s ticket management.
Custom Ticket Fields Support for custom data fields in tickets.		ServiceNow supports custom fields in tickets for business-specific data.
Merge/Split Tickets Ability to merge duplicate tickets or split one ticket into multiple cases.		Tickets can be merged/split via admin interface and workflow tools.
Ticket Templates Pre-defined templates for common issues to streamline ticket creation.		Templates for common tickets/issues are part of ServiceNow’s process automation.
Automated Ticket Routing Rules-based or AI-driven system that routes tickets to the correct agent/team.		Automated ticket routing is standard via rules and AI-driven suggestions.
Attachment Support Ability to attach files (screenshots, logs, etc.) to tickets.		Attachment support is included in ServiceNow ticket management.
Ticket Update Notifications Automated notifications/alerts for ticket updates or status changes.		Automatic notifications/alerts are included for ticket updates/status changes.
Ticket Activity Log Full audit log of all actions and interactions related to each ticket.		A full audit/activity log is part of its compliance and ticket management function.

Email Integration Two-way ticket communication via email.		Email integration for ticket submission and updates is available.
Chat Integration Real-time client-agent chat within the platform or via website integration.		Chat integration is available through ServiceNow Virtual Agent or connectors.
SMS Notifications Notification and response support via SMS.		SMS notifications can be configured via integrations (e.g., Twilio) within ServiceNow.
Phone Call Logging Ability to log and track phone call interactions within tickets.		Phone call logging is available via integrations with telephony systems.
Social Media Integration Support for client communications via Twitter, Facebook, etc.		Social media integration can be achieved using connectors or integration hub.
Automated Responses Ability to send automated replies or follow-ups using predefined rules.		Automated responses (auto-replies/follow-up) are available via workflow automation.
Multi-language Support Supports communication with clients in multiple languages.		Multi-language support is part of the ServiceNow platform, supporting global organizations.
Client Portal Web-based portal where clients can submit and track their own tickets.		Provides web-based client portal for ticket submission and status tracking.
Client Feedback Collection System allows for collection and management of client satisfaction surveys.		Client feedback collection is available through survey integrations (e.g., CSAT).
Service Level Agreement (SLA) Communication Automatic updates to clients as tickets approach or exceed SLA deadlines.		Notifications tied to SLA deadlines are standard functionality.

CRM Integration Direct integration with customer relationship management systems.		CRM integration is supported via IntegrationHub and APIs.
Brokerage Platform Integration Integration with order/trading systems for richer context in tickets.		Integrates with external systems, including brokerage/trading platforms via custom APIs.
API Access Availability of documented REST or SOAP APIs for custom integrations.		Comprehensive REST APIs for integration and automation are well-documented.
Webhooks Support for outbound event notification via webhooks.		Webhooks are supported through IntegrationHub for outbound notification.
Knowledge Base Integration Bidirectional sync or referencing between help desk and knowledge base.		Knowledge base is natively integrated for both search and ticket referencing.
Active Directory/SSO Integration Single Sign-On with internal identity management systems.		Single Sign-On (SSO) integration available through SAML, OAuth, and Active Directory.
Calendar Integration Support for scheduling and calendar syncing (Google, Outlook, etc.).		Calendar integration (Outlook/Google Calendar) available via connectors.
Reporting Tool Integration Direct export/integration into BI or data visualization platforms.		Supports BI tool export/connectors (Power BI, Tableau, etc.).
Third-party Chatbot Integration Ability to tie in chatbots for automated first-line support.		Third-party chatbot integration is possible via Virtual Agent and open APIs.

Automated Ticket Assignment Rules-based or skill-based engine to assign tickets automatically.		Automated ticket assignment is standard in ServiceNow workflows.
Custom Workflows Ability to define custom workflows for different ticket types.		Custom workflows are a core part of the ServiceNow platform.
Macro/Template Actions Pre-configured actions or responses triggered by single clicks.		Macro/template actions are available for automated standard responses.
Escalation Rules Automatic ticket escalation if certain criteria/time limits are reached.		Automatic escalation rules can be customized per client SLA settings.
Automatic SLA Enforcement Enforces deadlines and reminders to comply with service-level agreements.		ServiceNow enforces SLA deadlines and generates reminders for compliance.
Duplicate Ticket Detection System detects and flags possible duplicate tickets.		Duplicate ticket detection is available through workflow/business rules.
Scheduled Actions System performs time-based updates or notifications.		Scheduled actions (notifications/updates) are configurable within workflows.
Approval Workflows Supports ticket or action approval chains for compliance.		Approval workflows can be set up for compliance purposes.
Follow-up Reminders Automated reminders for agents/client responses.		Follow-up reminders are automated in ServiceNow.
Workload Balancing Automatically distributes tickets for workload balancing.		Workload balancing is available through automated routing and assignment.

Real-time Dashboards Live visualization of key support metrics (tickets open, SLA breaches, etc.).		Real-time dashboards included as part of analytics suite.
Custom Report Builder Ability to build custom reports based on ticket data.		Custom report builder is available for ticket analytics.
Export Capabilities Export reports/data to CSV, Excel, PDF, etc.		Data/report export to common formats (CSV, Excel, PDF) is supported.
Scheduled Reporting Automated generation and distribution of regular reports.		Scheduled reporting/distribution features are available.
Agent Performance Metrics Tracks and analyzes agent productivity and quality metrics.		Agent performance metrics are tracked in dashboards and analytics.
Time to First Response Tracks average duration to initial agent response.		No information available
Time to Resolution Measures average time taken to resolve tickets.		No information available
Customer Satisfaction (CSAT) Tracking Tracks CSAT scores and feedback trends.		Customer Satisfaction (CSAT) tracking through built-in or integrated surveys.
SLA Adherence Rate Percentage of tickets handled within agreed SLAs.		No information available
Trend Analysis Track trends in ticket volume, categories, and issues over time.		Trend analysis for tickets and issues included in reporting/analytics.

Cloud/SaaS Deployment Available as a secure, cloud-based service.		Regularly deployed as a secure SaaS/cloud-based service.
On-premise Deployment Option to deploy within client-controlled infrastructure.		Also available as on-premise installation for enterprise clients.
Uptime Guarantee Minimum platform uptime in SLA.		No information available
Redundancy/Failover System maintained across multiple data centers or clusters.		Redundancy and failover across multiple zones are part of ServiceNow’s SaaS infrastructure.
Backup Frequency How often data is automatically backed up.		No information available
Disaster Recovery Plan Documented and tested plans for full disaster recovery.		Disaster recovery plan is maintained, tested per regulatory requirements.
Horizontal Scalability Ability to scale performance with additional users or tickets.		ServiceNow is horizontally scalable for performance and user growth.
Performance Under Load Maximum number of active users or concurrent tickets supported.		No information available
Mobile App Availability Dedicated app for smartphones/tablets for agents or clients.		Mobile app for iOS and Android available for agents and clients.
Maintenance Window Configuration Scheduling of maintenance periods for minimum impact.		Maintenance window configuration is available for admin scheduling.

24/7 Vendor Support Round-the-clock support from the vendor.		24/7 vendor support is available as part of ServiceNow enterprise support plans.
Dedicated Account Manager Assigned point of contact for escalations and account issues.		Dedicated account manager included for large enterprise clients.
Implementation Support Guided/setup implementation assistance for onboarding.		Implementation support provided by ServiceNow or certified partners.
Training Materials / Sessions Full training (live or recorded) for agents/admins.		Extensive training materials and sessions are provided.
Migration Assistance Help moving tickets and data from legacy systems.		Migration assistance provided, including legacy system migration.
Custom Development Options Ability to contract for custom feature additions.		Custom development options available through ServiceNow/partners.
Knowledge Base / Help Center Comprehensive documentation and support articles.		Comprehensive knowledge base/help center is included.
Community Support Forums User forum or community for tips, hacks, and user-to-user help.		User community forums provided to facilitate user-to-user support.
Service Level Agreements (SLAs) Defined SLAs for downtime, response, and resolution from the vendor.		Vendor offers SLAs for uptime, response, and resolution.

End-to-End Encryption All data in-transit and at-rest is encrypted.		End-to-end encryption at rest and in transit; meets financial compliance.
Role-Based Access Control User permissions can be set at various levels (agent, supervisor, admin).		Role-based access control is extensively supported.
Audit Logging Comprehensive logs of all system access and actions.		Comprehensive audit logging is a core feature for compliance.
GDPR/CCPA Compliance Tools to help meet major privacy regulations.		ServiceNow provides GDPR/CCPA compliance tooling.
Data Retention Policies Configurable rules for archiving and purging old ticket data.		Supports configurable data retention policies for archiving/purging.
Two-Factor Authentication Supports 2FA for platform access.		Two-factor authentication (2FA/MFA) is available for platform access.
IP Whitelisting Restrict platform access to specified IP addresses/networks.		IP whitelisting is available for additional access control.
Session Timeout Control Automatic logout after periods of inactivity.		Session timeout controls are configurable for user inactivity.
Data Masking Sensitive client info is masked in UI and exports.		Data masking is supported for sensitive information.
Incident Response Tools Mechanisms for monitoring, managing, and reporting breaches.		Incident response and monitoring tools are part of platform security.

Responsive Design Interface adapts for desktops, tablets, and smartphones.		Responsive design for desktop, tablet, and mobile browsers is standard.
Customizable Dashboards Users can personalize their workspace layout and modules.		Dashboards are customizable and can be personalized by users.
Bulk Actions Perform actions on multiple tickets simultaneously from list views.		Bulk actions on lists/views supported in ticket and case management.
Keyboard Shortcuts Support for productivity shortcuts and navigation.		Keyboard shortcuts are supported for productivity within the UI.
Low Latency UI Interface responds quickly to user input.		No information available
Dark Mode Alternative color scheme for strain reduction.		ServiceNow interface offers dark mode user preference toggle.
Accessibility Features Compliant with WCAG 2.1 or similar accessibility standards.		Accessibility features available—WCAG compliance is part of design guidelines.
Global Search Instant search across tickets, clients, and knowledge base.		Global search across tickets, client records, and KB is a standard function.
Easy Navigation Intuitive and minimal-step navigation flows.		Navigation designed to minimize steps; UI rated for user productivity.
Notification Center Centralized alert and reminder system for all events.		Central notification center is available for alerts/reminders.

Integrated Knowledge Base Built-in searchable database of articles, FAQs, and guides.		Integrated searchable knowledge base is standard for ServiceNow.
AI-powered Article Suggestions Automatic article recommendations based on ticket content.		AI-powered article suggestions are part of ServiceNow’s knowledge management capability.
Self-Service Portal Clients can access solutions and submit tickets from their own dashboard.		Clients have access to a self-service portal for solutions and support.
Community Forums Discussion areas for peer-to-peer support and knowledge sharing.		Community forums available through knowledge management modules.
Article Usage Analytics Tracks which content is viewed most, helping optimize the knowledge base.		Article usage analytics is included in the knowledge management platform.
Article Feedback Users can rate or comment on articles for quality assessment.		Article feedback (ratings/comments) built-in to knowledge base.
Version Control for Articles Maintains version history of knowledge base entries.		Version management for articles is part of KB management.
Multilingual Knowledge Base Articles available in multiple client languages.		Multilingual knowledge base articles supported for global orgs.

Custom Logo and Colors Allows brokerage branding throughout the portal.		Platform allows custom logo and color branding.
Custom Domain Support Portal can be hosted on a custom URL.		Supports custom domains/URLs for client portals.
Custom Email Templates Customize notification content/style for branding and compliance.		Customizable email templates are supported for notifications.
Custom Ticket Fields Define business-specific data points for ticket tracking.		Custom ticket fields definable in both branding & process sections.
White-label Capabilities Platform can be fully white-labeled for client presentation.		Fully white-label platform delivery possible for client branding.
Custom Workflows Create and adapt workflows for brokerage-specific processes.		Custom workflows for brokerage/client-specific processes can be created.
Localization Customize platform to reflect regional settings (language, date/time).		Localization options for region/language/time settings are available.

Self-Service Portal Allows end-users to create and manage their own service requests via a web portal.		Product notes explicitly mention 'self-service portals' for users to create and manage their own requests.
Knowledge Base Integration Provides access to self-help articles and documentation to reduce service tickets.		Notes reference AI-powered search and knowledge management, indicating access to self-help articles and documentation.
Request Categorization & Prioritization Automates sorting and prioritizing service requests according to defined rules.		Integrated workflows likely include request categorization and prioritization, which is standard in ServiceNow ITSM modules.
Request Fulfillment Time Average time taken to fulfill a service request.		No information available
Automated Routing Automatically assigns requests to the appropriate teams or personnel.		Integrated workflows imply routing requests to the appropriate teams.
Customizable Forms Allows customization of request submission forms for specific information capture.		ServiceNow's request forms are customizable, standard in their platform.
Multi-channel Request Submission Supports request submission via email, web, chat, and phone.		ServiceNow supports request intake via web, email, chat, and phone as standard practice.
Status Tracking Enables users and IT staff to track the live status of service requests.		Status tracking for service requests is a core part of ServiceNow portals.
Service Level Agreement (SLA) Tracking Monitors and enforces time limits for request resolution.		SLA tracking is standard and referenced as 'performance analytics' in the notes.
Approval Workflow Automation Automates the approval process for certain types of service requests.		Integrated workflows in ServiceNow can automate approval processes.
Request History and Audit Trail Maintains a record of all actions taken on service requests for compliance/audit purposes.		Audit trail and history are standard parts of ServiceNow’s compliance focus.
Mobile Accessibility Allows users and agents to manage requests via mobile devices.		ServiceNow offers web-based and native mobile app access to service requests.
Request Feedback Collection Collects customer satisfaction feedback after a request is completed.		User feedback collection after request fulfillment is supported via surveys in ServiceNow.
Bulk Request Management Enables bulk creation or updating of service requests.		Bulk management of requests (creation/updating) is available via import tools and mass actions.
Integration with Asset Management Links requests to specific assets for context and tracking.		ServiceNow supports integration with asset management modules, linking requests to assets.

Automated Incident Detection Integrates with monitoring systems to auto-create incidents from alerts.		No information available
Incident Logging Central archive for recording details of each incident.		No information available
Incident Categorization and Prioritization Classifies and assigns priority to incidents for efficient triage.		No information available
Impact Assessment Evaluates and records the business impact of incidents.		No information available
Incident Resolution Time Time taken to resolve an incident from creation to closure.		No information available
Escalation Workflows Automatic escalation of unresolved incidents based on SLA rules.		No information available
Communication and Notification Tools Notifies relevant stakeholders and users during incident lifecycle.		No information available
Major Incident Management Special process handling for critical/high-impact incidents.		No information available
Root Cause Recording Documents identified root causes post-resolution for future reference.		No information available
Incident Templates Predefined templates to simplify logging of recurring types of incidents.		No information available
On-call Management Integration Integration with on-call schedules to identify available responders.		No information available
Automated Incident Closure Incidents close automatically upon completion of resolution and verification.		No information available
Incident Analytics and Reporting Generates reports on incident trends, types, resolution time, and more.		No information available

Problem Logging Provides a mechanism to record and track identified problems.		No information available
Known Error Database Maintains a repository of known errors and their workarounds.		No information available
Problem Analysis Tools Facilitates root cause analysis using techniques (e.g., 5 Whys, fishbone diagram).		No information available
Linkage to Incidents Connects related incidents to a single problem ticket for holistic management.		No information available
Problem Prioritization Assigns priority based on impact and urgency to problems.		No information available
Permanent Solution Tracking Tracks implementation of permanent solutions to problems.		No information available
Problem Review and Closure Process Formal review before closure to ensure issue has been fully resolved.		No information available
Problem Trend Analysis Provides analytics on problem occurrence and trends.		No information available
Problem Reporting Enables detailed reporting on open, resolved, and recurring problems.		No information available
Collaboration Tools Allows teams to collaborate with notes, attachments, and discussion threads on problems.		No information available
Problem Lifecycle Automation Automates movement through problem statuses based on triggers and workflow.		No information available
Audit Trail for Problems Logs all modifications and actions taken on a problem ticket.		No information available

Change Request Logging Captures and records all requests for change to IT infrastructure.		No information available
Workflow Customization Customizable multi-stage workflows for review, testing, and approval.		No information available
Impact and Risk Analysis Assesses possible impacts and risks of proposed changes.		No information available
Change Calendar Visual display of planned changes to avoid conflicts.		No information available
Change Advisory Board (CAB) Integration Facilitates scheduling, voting, and documentation for CAB meetings.		No information available
Automated Notifications Notifies stakeholders about change status and upcoming implementations.		No information available
Backout Planning Documentation and approval of rollback plans in case of failure.		No information available
Change Approval Time Time required for a typical change request to be approved.		No information available
Change Collision Detection System warnings for potentially conflicting changes.		No information available
Change Documentation Attaches all supporting documentation, test results, and evidence.		No information available
Change Implementation Tracking Logs the application, outcome, and status of each change.		No information available
Post-Implementation Review Supports structured review of change outcomes to capture lessons learned.		No information available
Change Auditing Maintains a complete audit trail for compliance and control.		No information available

Asset Inventory Management Central repository for all IT hardware, software, and virtual assets.		No information available
Auto-Discovery Automatically discovers and updates records of IT assets in the environment.		No information available
Configuration Management Database (CMDB) Repository of configuration items (CI) and their relationships.		No information available
Asset Lifecycle Monitoring Tracks assets through procurement, deployment, maintenance, and retirement.		No information available
Relationship Mapping Visual display of dependencies and relationships among assets and services.		No information available
Change Impact Analysis Assesses which assets/services will be affected by proposed changes.		No information available
Software License Management Tracks license usage, compliance, and renewal requirements.		No information available
Asset Tagging Supports tagging and tracking of physical and digital assets.		No information available
Integration with Procurement Systems Links asset records with purchasing/procurement data.		No information available
Asset Valuation Captures and updates current asset value over time.		No information available
Audit Trails for Assets Tracks all changes and movements of each asset.		No information available
Bulk Asset Import/Export Facilitates batch upload and download of asset records.		No information available

SLA Definition Engine Construction of detailed agreement terms, escalation paths, and penalties.		No information available
SLA Timer/Clock Realtime SLA countdown timer for each ticket/request.		No information available
Breach Notifications Automatic escalation and notifications when SLA targets are at risk.		No information available
Multi-tier SLA Support Allows different SLAs for different categories, users, or services.		No information available
OLA/UC Management Supports OLAs (internal) and UCs (supplier) agreements/tracking.		No information available
SLA Reporting and Analytics Provides dashboards and exportable reports on SLA achievement and breaches.		No information available
Out-of-hours SLA Configuration Considers support calendars in SLA timing.		No information available
Customer Communication Templates Reusable templates for proactive SLA-related communication.		No information available
Real-time SLA Monitoring Monitors current SLA compliance for all open items.		No information available
SLA Policy Versioning Tracks changes and provides version control for SLA policies.		No information available

ServiceNow Financial Services Operations from ServiceNow

Product analysis by function

Knowledge Management Systems for Customer Service

Content Management (13 Yes /13 Known /13 Possible features)

Integration & Connectivity (10 Yes /10 Known /10 Possible features)

User Management & Access Control (9 Yes /9 Known /9 Possible features)

Search & Retrieval (8 Yes /8 Known /10 Possible features)

Automation & Workflows (8 Yes /8 Known /8 Possible features)

Compliance & Security (8 Yes /8 Known /8 Possible features)

Reporting & Analytics (6 Yes /6 Known /8 Possible features)

User Experience & Interface (7 Yes /7 Known /8 Possible features)

Collaboration & Communication (5 Yes /5 Known /6 Possible features)

Scalability & Performance (3 Yes /3 Known /8 Possible features)

Help Desk Software for Client Services

Ticket Management (13 Yes /13 Known /13 Possible features)

Client Communication (10 Yes /10 Known /10 Possible features)

Integration & API (9 Yes /9 Known /9 Possible features)

Automation & Workflow (10 Yes /10 Known /10 Possible features)

Reporting & Analytics (7 Yes /7 Known /10 Possible features)

Security & Compliance (10 Yes /10 Known /10 Possible features)

User Interface & Usability (9 Yes /9 Known /10 Possible features)

Knowledge Base & Self Service (8 Yes /8 Known /8 Possible features)

Customization & Branding (7 Yes /7 Known /7 Possible features)

Deployment, Reliability & Scalability (7 Yes /7 Known /10 Possible features)

Support & Vendor Service (9 Yes /9 Known /9 Possible features)