Knowledge Management Release Highlights

[Ashley Snyder]

This article provides a summary of the major and noteworthy Knowledge Management enhancements by release. This is not an extensive list of enhancements or deprecations. For deep dives and configuration information, see the Product Documentation.

Store Release Q4'25

December 2025

Knowledge Center: Smarter Knowledge Management with Now Assist AI and Advanced Editing

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.  Health knowledge yields faster resolution times, successful self service and better AI responses.

• Knowledge Center Workspace
• Knowledge Center article editor
• Knowledge Center Now Assist Insights
• Article Optimization
• Article Open Prompt

Zurich

July 2025

Legacy Workflow to Flows with Workflow Studio

Design and configure your Knowledge Management review and approval workflows with Workflow Studio and Flows.  This greatly enhances flexibility and ease of use when building workflows and standardizes on Workflow Studio.  Flows will be the standard for new deployments on Zurich.  Upgrades have a straight forward migration path, in most cases.  Legacy Knowledge Workflows are not being deprecated with this release, therefore customers can transition at their pace.

 

• Article Draft Generation for Custom Knowledge Templates
• Duplicate Article Identification
• Support for additional 3rd Party LLMs
• Article Layout Refresh
• New Theme Available

Yokohama

January 2025

Highlights

• Generate more comprehensive article drafts using similar tasks
• Article Draft Generation in Non-English languages
• Expand and Shorten on article text selection
• Revision to AI Search for Knowledge Blocks
• Accessibility Checker for article editor

 

Xanadu

August 2024

Highlights

• Generate article drafts using Now Assist
• Knowledge Management Dashboards
• AI Search for Knowledge Portal
• Editor Enhancements
  • Accordions
  • Anchors
  • PowerPaste

 

Additional references:

Search engine optimization recommendations for Knowledge articles

Improve the search engine optimization (SEO) and accessibility of your knowledge articles by reviewing personalized recommendations and using them to update your articles from the Article Details page.   Suggestions are provided to help you improve the search engine optimization and accessibility of your article, such as removing multiple Heading 1 or <H1> tags. Suggestions are provided for the heading 1 <h1>, anchor <a>, and image <img> tags.

Control Rating and Feedback at the Knowledge Base Level

Admins or Knowledge Admins can now decide whether to enable or disable rating and marking an article as helpful at the Knowledge Base level. Prior to this enhancement, admins had to clone and modify the widgets on the article view page.

Bulk Translate Knowledge Articles

Perform bulk translations of knowledge articles in multiple languages using the Localization Framework application.

The Bulk Translations feature extends the localization service in Knowledge Management to support customers across geographies by localizing knowledge articles in the language they speak. You can select multiple knowledge articles and translate them into different languages by using the ServiceNow® Localization Framework application. Once the translation process is complete, you can access the translated article from the Knowledge [kb_knowledge] table. You can request translations for up to 200 articles at a time.

[Itellyon]

I ran into a similar issue syncing updates across languages and found that clear ownership for each article helped a ton. We flagged reused content and had regular checks to make sure translations stayed current. If your team doesn’t have enough time or people to handle this, it might be easier to outsource SEO and content updates so consistency doesn’t fall through the cracks.