What's new in the Tokyo release for ServiceNow Knowledge Management

[Ashley Snyder]

This article provides a summary of the Knowledge Management enhancements released in Tokyo. This is not an extensive list of enhancements or deprecations. For deep dives and configuration information, see the product documentation.

Customer Portal Locale

Allow guests and authenticated users to choose a language/local within the Customer Service/Consumer Service/Knowledge Portals without having to change the language on their profile.

Knowledge Block Retiring

Retire a Knowledge Block even if it’s being used in published articles. A retired Knowledge Block will no longer be available in searches or article views.

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.

 

For a video walkthrough, see the Knowledge Management SEO portion of this video: