Seamless KB Sync from Khoros to ServiceNow

Client Overview

Industry

Hi-Tech Services

Region

United States of America

Company Size

10k+ Employees

Featured Solution

Knowledge Base Integration

Context

The client is a global security leader serving large enterprises, service providers, and government organizations. While they had their community on Khoros, their support system was built on ServiceNow. However, their knowledge base was still hosted on Khoros, requiring agents to switch platforms and update content manually —a process that was time-consuming and prone to errors. To streamline operations and reduce friction, the customer looked for a solution that could seamlessly migrate and integrate their knowledge base into ServiceNow with minimal disruption and zero data loss.

Business Challenges

The key challenge was to migrate the knowledge base from Khoros to ServiceNow smoothly while preserving data integrity.

Manual Article Updates Across Platforms

The customer had to manually copy and paste articles between platforms, which wasn’t efficient. The manual effort led to several issues across systems, affecting the quality and reliability of the knowledge base.

Delay in Knowledge Base Article Availability

New or revised articles took days or even weeks to appear on the other platform. This lag in content availability led to delays in self-service and resolving support tickets, and in some cases also misled users with incorrect or outdated knowledge.

Outdated or Inconsistent KB Content

Since updates made in one platform were not automatically reflected in the other, it led to conflicting information across systems. This inconsistency created confusion, delayed issue resolution, and overwhelmed support agents.

Solutions

End-to-End Knowledge Base Migration

We implemented KaseSync’s KB Sync to migrate all knowledge base articles, metadata, categories, and attachments from Khoros to ServiceNow, ensuring a smooth and complete transfer of content.

Bi-Directional Content Sync

We enabled real-time, bi-directional synchronization between Khoros and ServiceNow during the transition phase, allowing users and support teams to access the most up-to-date information on both platforms.

Custom Scripts for Data Fetching

We developed and deployed custom scripts to extract legacy data from Khoros and reformat it for seamless import into ServiceNow, ensuring data accuracy and completeness.

Intelligent Data Mapping

We applied intelligent data mapping techniques to address structural and taxonomy differences between platforms, ensuring consistent organization and presentation of content post-migration.

SEO and Access Preservation

We maintained legacy URLs and metadata to preserve search engine visibility and ensure users remained familiar with the existing content structure, minimizing disruptions and supporting a seamless transition..

Business Outcome

1. Unified Knowledge Management

Unifying content under one platform eliminated fragmented content and manual workarounds. Teams gained a single, reliable source of truth, improving maintainability and accelerating knowledge delivery across support functions.

2. Improved Support Team Productivity

With direct access to accurate, up-to-date knowledge within ServiceNow, support agents spent less effort searching for content or switching systems, resulting in quicker responses and more efficient case resolution.

3. Operational Efficiency and Cost Savings

Automated synchronization and optimized workflows reduced manual overhead, improved operational efficiency, and delivered measurable cost savings.

Highlights

Zero Downtime Migration

Structured Knowledge Base Organization

Legacy SEO Preservation

Operational Cost Optimization

Conclusion

By consolidating their knowledge base into ServiceNow while continuing to operate their community on Khoros, the client eliminated content silos and streamlined access to critical information. Using KaseSync’s real-time synchronization and seamless migration capabilities, they achieved a smooth transition without disruption or data loss. This unification led to more consistent content and improved the support team’s productivity. At the same time, it preserved SEO value, reduced operational costs, and enhanced the overall user experience.