Introducing Knowledge Center with Advanced Editing, powered by Now Assist

[rob_martoncik]

Introducing Knowledge Center

Smarter Knowledge Management with Now Assist AI and Advanced Editing

Knowledge has never mattered more—especially with AI depending on accurate, fresh, well-structured content.  Knowledge Center for ServiceNow's Knowledge Management, is a new workspace designed to simplify every part of the knowledge lifecycle and help knowledge owners keep their knowledge bases healthy.

Why Knowledge Center?

Teams have long struggled with scattered tools, manual cleanup, outdated articles, and time-consuming authoring. Knowledge Center brings everything together—configuration, governance, editing, insights, and optimization—into one place. It’s designed for every knowledge role and integrates tightly with Now Assist to help reduce manual effort at every step.

AI-Powered Insights at a Glance

From the moment you open Knowledge Center, you’ll see actionable insights tailored to your instance:

• Duplicate detection based on similarity scoring
• Knowledge gaps identified from incidents and cases
• Content expiring alerts to keep outdated material fresh
• Optimization recommendations for titles, broken links, accessibility, searchability, and more

With Now Assist enabled, these insights become even more powerful—suggesting fixes, generating alt-text, or even drafting and editing full articles with open prompt.

Closing Gaps Fast With AI

One of the most exciting process accelerators, is how Knowledge Center clusters cases of similar topics where knowledge is missing. From there, a Knowledge Manager can generate a brand-new article using the clusters and Now Assist’s prompt-based authoring. The draft appears instantly in the new editor, where it can be tuned and published directly. 

The result: fewer escalations, better virtual agent performance, increased search success and a smoother customer and employee experiences.

A Modern Editing Experience

Knowledge Center also contains a brand-new advanced editing capability. Authors now get:

• Drag-and-drop content blocks (columns, images, headers, text sections, video, etc.)
• Block-level styling and layout controls
• Inline text formatting with an in-context toolbar
• Built-in desktop, tablet, and mobile previews
• Improved image handling—crop, rotate, flip, and more

It's a genuinely modern drag-and-drop experience tailored for Knowledge Management.

Proactive Article Optimization

Keeping knowledge healthy is just as important as writing it. Article Optimization scans do the heavy lifting:

• Broken link detection (internal + external)
• Heading structure issues
• Missing alt-text
• Title relevance analysis
• Duplicate identification
• Customizable scripted or AI-based scans

These run automatically on save, or on a schedule, helping you consistently improve quality across your knowledge bases.

Availability & Requirements

Knowledge Center is released on the ServiceNow Store for Zurich Patch 4 and is targeted to be backported soon to Yokohama Patch 11. It’s enabled by default for new Zurich customers and can be manually activated for upgrades. Script-based features work without Now Assist; AI-driven capabilities require Now Assist licensing.

Getting Started

Knowledge Center represents a big leap forward in managing knowledge at scale, especially in environments where AI and search accuracy are increasingly critical. If you’re responsible for knowledge health in your organization, here's how to get started:

• Make sure you are on Zurich Patch 4 or Yokohama Patch 11
  • In our continued effort to make it easy for customers adopt capabilities on the platform, Knowledge Center will automatically install with either of those patches
  • Knowledge Center can also be found on the ServiceNow Store here or via Plugins from within your instance
• Check out the Knowledge Center documentation here   
  • Enable the system properties and skills you desire, when you are ready, for the Knowledge Center, advanced editing and the Article Optimization skills
  • Important Note:  There is currently a Known Issue with some customers seeing Knowledge Center showing for Knowledge Roles, even though Knowledge Center's system property is set to False.  Please be aware we are working on this situation and will update the comments below when resolved. 
• Enjoy tools and insights available to accelerate your knowledge improvement initiatives!  

For More Information

Be sure to catch the recent Academy session recording for demos, Q&A, and details on rollout and configuration. 

There will be an Ask the Expert’s Academy session Thursday, January 8^th for early adopters to get their questions answered and feedback heard!

• ServiceNow Platform Academy Calendar: https://sn.works/platformacademy
• ServiceNow Platform Academy: Introducing Knowledge Center with advanced editing 

For further information, please contact your ServiceNow Customer Account Team

Frequently Asked Questions

• What role is required to access Knowledge Center (KC)?
  • Any Knowledge Role can access the Knowledge Center and advanced editor
• Does Knowledge Center require Now Assist (NA)?
  • Knowledge Center and editor basic features and scripted scans, can be used without NA
  • Key insights: duplicates, gaps, AI optimization scans and recommendations require Now Assist
  • Article generation and open prompt editing require Now Assist
• What release is required for Knowledge Center, and is it on by default?
• Knowledge Center requires Zurich patch 4, and will be installed automatically with either patch.  It has also been backported and installs with Yokohama Patch 11.
• For new customers deploying on the Zurich patch 4 (Zp4) and Yokohama patch 11 (Yp11) releases forward: Knowledge Center is enabled and advanced editing is the default editor.
• For customers upgrading to Zp4 or Yp11, Knowledge Center will be installed, but must be enabled through system properties
  • Important Note:  There is currently a Known Issue (KB2678398) with some customers seeing Knowledge Center showing for Knowledge Roles, even though Knowledge Center's system property is set to False.  Please be aware we are working on this situation and will update the comments below when resolved. 
• Will the new article editor be backwards compatible with existing content?
  • Yes, it will be backwards compatible with existing articles, article templates, and form templates

[User271720]

@rob_martoncik 

Thanks for the detailed review.

Please can you provide the KB being worked on for the visisbility issue for few users who are able to see KC even when its turned off via Sys Prop

[Kass3m]

@rob_martoncik  can the dashboards and the knowledge center be configured to only show relevant information for the person logged in? lets say, the knowledge manager or admin is only the admin for HR content.. will the knowledge center only show metrics/content based on that persona?

[Kass3m]

@rob_martoncik   we have deployed the knowledge center but not seeing the advanced editor capabilities in the instance. Does it need separate plugins or permissions?

[David Nottingha]

@Kass3m On exiting deployments it has to be enables through a system property. There are 3 in total. 

This image my be of use: 

[Karen47]

@rob_martoncik 

Hello, we are on yokohama patch 11 and have installed knowledge center and enabled the 3 system properties.  When we create articles we do not have a way to save what we created.  We do not have a save, submit or publish button.  Is this a known error or is there something else we need to do?

[shanebjork]

@rob_martoncik  In the above article you mentioned it will "Soon" be available for Yokohama Patch 11. Has that now been released or when will that be compatible with patch 11?

[rob_martoncik]

Thank you all for your input.  Based on some of the above questions, I have updated the article.  Patch 11 for Yokohama is now available, so references have been updated.  I have also included a link to the known error on support for KC showing when disabled. 

For those of you struggling with instance related issues after following the installation steps, please create a support ticket so we can directly help.  We can not troubleshoot through community.  Thank you all for your interest and support!  

[Kass3m]

@rob_martoncik Are we able to move around different components on the home/landing page? if yes, how?

[David Nottingha]

@Kass3m Knowledge Center is a UI Builder Based Workspace - I do see it listed in the experiences Page of UI builder.  So i would assume you could make alterations/variants via UI Builder if it had to be done but I would lean toward leaving it as close to OOB as possible due to likely frequent updates. Here is a screen shot from my PDI:

[Kass3m]

@DavidQ  thanks. I will check it out. 

[Kass3m]

@rob_martoncik @David Nottingha  in the lists views, can all the lists only show data specific to a persona without showing all the extra knowledge bases?

[rob_martoncik]

@Kass3m , December's store release was V1 of the Knowledge Center's functionality.  We are excited about all the new features and capabilities to releases coming in 2026.  Since December, we've had 2 academies and some great customer and partner adoption, response and feedback. 

December's release was to get as much great functionality out as soon as possible to our customers.  Filtering of the knowledge center is limited to what that user has access to, like in the rest of the platform.  For our larger or customers with more complex KM environments, further filtering the user's view is one of the feedback items commonly requested, and very high on our priority list for upcoming releases.  

We are so glad you are participating in our community and leveraging the Knowledge Center as an early adopter!  Please keep all ideas coming in through the Support Ideas portal (and others, remember to upvote).  We are listening!  Also, we will have a booth, some customer presentations, labs and ask the expert sessions at Knowledge 2026 and hope to see you there in person!

[Kass3m]

@rob_martoncik  thanks: can customers view the roadmap for the Knowledge Center anywhere?

Would you happen to know if the advanced content editor becomes platform wide and replaces the MCE for microsites?

[Donna2]

with the new Knowledge Center, Create New KB Article... can the option to  "Edit using old editor" on Create be added? 

as this new Rich Text editor learning curve is high, when creating new KBs, forcing authors to create new in Rich Text Editor is a challenge.  Currently to get the old editor options you have to create new .. end up in Rich content edtior, then just add Article Title, and category, SAVE.  Next step is going back to legacy default list of unpublished KBs, opening there, THEN I get offering to Edit Using Old Editor.

Really need Edit using old editor to be an option on Create New from Knowledge center.

[anchalgupta]

The instance is in Zurich patch 5 still I am unable to see Save button while creating a new Knowledge Article in editor

[thomas_mail]

Based on our existing corporate identity I was wondering if there is a way to limit, enforce the options available in the editor properties, such as Paragraph, heading 1, heading 2 heading 3 settings and limiting the font, padding, alignment, etc, options within? 

[Kohei Tominaga1]

Does the new Knowledge Center support OOTB article templates such as the FAQ template, or other standard templates delivered with Knowledge Management?

For example, is it compatible with features like Article Optimization as well?

If these OOTB templates or optimization features are not supported yet, is there any roadmap or plan to support them in future releases?

[nebula]

@rob_martoncik 
Thanks for a detailed post and great responses!

I've reviewed the linked documentation along with the YouTube video "Platform Academy: Introducing Knowledge Center with enhanced content editor" but don't see documentation on how an Ownership Group approves an article once it's in Pending state. Is there something you can link (docs or videos) that might answer this?

[John Vincent]

@thomas_mail

There is not currently a way to configure or limit the styling and formatting options available to authors but that is something we are looking at for a future release. In general, expanded and enhanced configuration capabilities for Knowledge Center are on the roadmap and being discussed.

[John Vincent]

@Kohei Tominaga1 

The new Knowledge Center Article Editor page is fully compatible with knowledge article templates. Existing out of the box (such as FAQ, etc.) and event custom ones should work without any migration needed.

Article Optimization isn't directly related to article templates since it looks at content once the article has already been created. While we do provide some out of box scans for common scenarios, AO is positioned as a framework where customers can create/configure scans for specific business needs so it is possible to create a scan that looks for things like style guide violations or missing content elements. We are looking at ways to better support style guides in AO but that is more of a roadmap item for later releases.

[John Vincent]

@Donna2 

You can turn off the new editor in Knowledge Center while still using other KC features by setting the "sn_km_center.glide.knowman.ece.enable" system property to false. This will show the legacy editor in KC when creating new articles. The legacy editor is not compatible with a couple of new KC features so the Article Optimization side panel and the open prompt AI context menu will not be shown while the legacy editor is in use. You can then set the sys prop back to true in the future once you are ready to start using it. Please keep in mind that changing the sys prop will affect all users on the instance.

[Kohei Tominaga1]

Hi, @John Vincent 

Thank you for your reply.

What I wanted to clarify is whether the OOTB AO can scan the fields such as Question & Answer on FAQ template or we have to customize the AO logic so that it can scan the fields.

I understand that the Question & Answer is not on kb_knowledge table but on kb_faq_template table. So, if the OOTB AO only scan fields on kb_knowledge table, we have to customize it logic, right?

[John Vincent]

Hi @Kohei Tominaga1 

Yes, AO will automatically scan contents in article template field areas - you shouldn't have to configure anything to do that.

[Kohei Tominaga1]

Hi, @John Vincent 
Great!!

Since Now Assist’s KB Generation does not support FAQ or How‑to templates out of the box and requires customization, I was worried that future knowledge features might stop supporting templates as a standard.

[ChrisUSC84]

Multiple users in this thread have mentioned that the save button is missing when attempting insert a record using the KC UI when is a fix expected for this? 

[John Vincent]

@ChrisUSC84  - A defect was opened for this behavior and it has been fixed. The fix will be included in the upcoming Q1 release.

[Jeff Helms]

glide-zurich-07-01-2025__patch6-hotfix2-02-11-2026

KC system properties enabled

Knowledge Base Knowledge Block enabled

Not seeing the Blocks icon from the contextual right side panel to insert a Knowledge Block.  Only seeing icons for:

Article Optimization

Attachment

Template

[David Nottingha]

@Jeff Helms When originally released - Knowledge blocks were unsupported. But I see that the latest release in the store appears to have addressed that (see image below). Will be nice to see if any additional Settings need to be set to enable it. Here is a Docs Site Link: https://www.servicenow.com/docs/r/servicenow-platform/kc-knowledge-blocks.html

[John_Wilkes]

Is there any guidance on how to configure knowledge centre. I can find a bit on what Knowledge Centre can do but without knowing how to configure it, its making it a headache in getting it to do anything. 

For example I have been trying to test Knowledge Centre for over a week and not able to publish any articles for me to find out that knowledge centre can be configured to try and publish to flows rather than the workflows I have linked to my knowledge bases. 

It would be great to give a chart of decisions to make in its configuration with information on which property to apply. For example "Do you want to publish using flows", yes use property A or No use property B

So far if feels like a lot is being promised but its not delivering anything.

[nebula]

@John Vincent  & @rob_martoncik 

Good morning! Does ServiceNow have any future video sessions to understand Knowledge Center and all of its complexities?

I've reviewed the linked documentation along with the YouTube video "Platform Academy: Introducing Knowledge Center with enhanced content editor" but don't see documentation on how an Ownership Group approves an article once it's in Pending state. 

If I am missing something that would answer this (videos, docs, etc.) I would love to be redirected. My company is very enthusiastic about Knowledge Center but I am unable to successfully set it up in a working capacity which is unfortunately affecting the moral.

[rob_martoncik]

@John_Wilkes , @nebula 

Thanks for your interest and excitement around Knowledge Center!  I'd love to help in anyway I can to make adoption easier for you and your team.  I'm glad you find the first Academy for Knowledge Center's release in December.  

Nebula, Knowledge Center's editor is still on top of the KM engine, so whatever publishing you have configured at the KB level will still flow after submission.  Check out the Academy on Zurich where we had a guest Lisa from our Flows team join us to talk about the new options available for Knowledge workflows.  We are looking to do an Academy short soon on this topic to stipend what we did in that previous academy, so please feel free to drop some ideas or use cases you'd like to see.

Nebula and John Wilkes - Approving articles via KC was just updated as part of Q1 on 3/12.  @John Vincent .

[rob_martoncik]

@Kohei Tominaga1 , in reference to your above post about templates and GenAI.  Article generation supports Standard and KCS templates out of the box, because those are our most used by customers.  Many customers also use the other templates, but more often, if not one of the first two, then they have custom templates they have configured.  So to support most customers we allow you to clone the generation skill and use whatever template you would like to configure.  You can find the documentation here:  https://www.servicenow.com/docs/r/servicenow-platform/now-assist-in-knowledge-management/Now-assist-...

Thanks for you post and interest in Knowledge Management!!

[wangsvaness]

We are on Yokohama Patch 11 and notice quite a few things missing from the editor compared to the current platform UI (maybe they will be resolved with Australia upgrade?). 

For example, there is no button to Retire an article (and therefore missing a Republish button). As we have knowledge center re-direction on, when an Edit is selected, the system automatically navigates to Knowledge Center which is frustrating for users to then manually search the Knowledge > All > Look up KB number to go back to the old view to retire the article. 

Another example: prior to knowledge center, we can view old versions and make this current but this functionality is missing from KC as well and the work around for Knowledge > all > look up by KBA > click into the specific version. 

Will these be rectified in the Australia upgrade or are these things in the roadmap?
Are there ways to disable certain editor blocks ie: video block? 

[John_Wilkes]

@rob_martoncik is there a link to the recording of the latest knowledge academy call that took place on 16th April. I've checked the you tube channel but I cannot find it.

[preenie1]

Hi 

I wanted to check what the update is on the Known Issue (KB2678398) - but I cant seem to access it?

[John_Wilkes]

I can't access either. Is anyone able to paste the information onto this page as it only can be read with a support account. Those that use knowledge centre don't always have access to the support accounts in our organisations.

[JulietChicago]

KB2678398 

Knowledge Center appears in Unified Navigation even when sn_km_center.glide.knowman.enable is disabled

 879 Views  Last updated : Apr 15, 2026  public, Customer, Internal  Copy Permalink  Subscribe

KB Summary by Now Assist

Description

The Knowledge Center module is visible in Unified Navigation menus (Workspaces and All menu) even when the `sn_km_center.glide.knowman.enable` system property is set to false.  This means users observe the Knowledge Center listed in the Workspaces menu and under the Knowledge application group in the All menu, despite the system property indicating it should be hidden.

This occurs after upgrading to versions Yokohama Patch 11, Zurich Patch 4, and Australia from a previous version, also when the system property is turned off on an OOB Version.

Steps to Reproduce

1. Upgrade to version Yokohama Patch 11, Zurich Patch 4, and Australia from a previous version. (If non-upgrade scenario, go to step #2)
2. Verify that the `sn_km_center.glide.knowman.enable` system property is set to false.
3. Open the Workspaces menu and observe that the Knowledge Center is listed.
4. Navigate to the All menu, search for "Knowledge," and confirm the Knowledge Center appears as a module under the Knowledge application group.

Workaround

NOTE: A fix is in place in Yokohama Patch 13, Zurich Patch 7, or Australia Patch 1.  This means when upgrading to these versions the system property is correctly respected, and Knowledge Center will seem to disappear from the menus.  This is expected behavior.  To continue using Knowledge Center set the `sn_km_center.glide.knowman.enable` system property to true.

For your instance to respect the system property correctly without upgrading versions:

1. Disable Knowledge Center Experience:
   • Go to https://<instance name>.service-now.com/sys_ux_page_registry.do?sys_id=8317ecbf9f6b5210ecf142a4ba0a1c72 
   • Uncheck Active and Save.
2.  Make all the below sys_properties to false
   • sn_km_center.glide.knowman.ece.enable
   • sn_km_center.glide.knowman.enable
   • sn_km_center.glide.knowman.redirect.enable    
3. Clear cache:
   • Go to https://<instance name>.service-now.com/cache.do.
4. Re-login:
   • Log out and back in.
5. From All Menu type in "Knowledge Center" if there is one showing up, click on the edit icon next to it:
   • Uncheck Active and Save. Clear cache. Log out and back in.

Related Problem: PRB1972165

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[williamkos]

Hello @rob_martoncik @John Vincent !

Thanks for the extensive updates in this article. We are trying to implement the new Knowledge Center at our customer, and one of the (many) questions we got is regarding the NowAssist capabilities for content generation. OOTB there is the possibility to activate some skills and get the option "Write about INC0001000". Our customer would like to have the possibility to 1. adjust the prompts being used to write a knowledge article, 2. write knowledge articles for other sources than just incidents/cases, and 3. have the possibility to create translated versions of the article after generation of the initial article in English.

What possibilities are there regarding the use of the NowAssist Skill Kit to executes above wishes, or is this not possible yet? Are we required to build an entire custom skill to get this to work?

I'd love to hear about the options.

Kind regards,

William

[MaryG]

@williamkos 

— good questions. I would separate these into three areas:

1. Customizing the KB generation prompt
   You generally should not modify the delivered OOB KB generation skill directly. The supported pattern is to clone the OOB KB generation skill in Now Assist Skill Kit, then configure custom prompts for the applicable OOB or custom knowledge article templates. That allows you to align the generated article structure with the customer’s template, required sections, writing standards, or KCS-style guidance.

2. Generating from sources beyond incidents/cases
   OOTB KB generation is primarily delivered around supported source records such as incidents, cases, and work order tasks. For other source records, this becomes more of a custom/cloned NASK skill pattern. You would need to define the input source, pass the relevant record fields into the prompt, and optionally use retrievers to bring in additional indexed context.

3. Creating translated versions
   For translation, I would distinguish between Now Assist multilingual support and formal KB article translation. Now Assist multilingual services can support generation/interaction in supported languages, but if the requirement is to create and manage translated KB article records, the Knowledge translation/localization process should be considered as part of the design. A custom skill could potentially assist with translation content generation, but workflow, review, publishing, and article relationships still need to be designed carefully.

Bottom line: this does not necessarily mean building everything from scratch, but it likely does mean using Now Assist Skill Kit as the extensibility path rather than expecting the OOTB KB generation action to satisfy all three requirements as-is.

@rob_martoncik @John Vincent 
this is exactly the gap I've been describing. Article-type-aware optimization isn't a nice-to-have; it's what makes the difference between output that's actually usable and output that's generic enough to be unhelpful. William's customer is already working around it.