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Teams have long struggled with scattered tools, manual cleanup, outdated articles, and time-consuming authoring.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- Content expiring alerts to keep outdated material fresh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.
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!
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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 8th for early adopters to get their questions answered and feedback heard!
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
Hello team! Any hints on where I can update the preview from the instance kb_interceptor?
I'd like to have a similar look and feel to when creating the articles from kb_knowledge_create.do where I've managed the preview from the kb_article_template_definition's preview_text field.
