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

[Ashley Snyder]

The ServiceNow® Knowledge Management (KM) application enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution. Here's a list of Knowledge Management highlights for the Utah release:

• Next Experience UI Theming for Portal
• Next Experience UI Theming for Mobile
• Next Experience UI Theming for Classic Environment
• Human Readable URLs
• Mobile Page SEO Optimization

 

Next Experience UI Theming for Portal

Beginning with the Utah release, the knowledge articles available on Knowledge Portal, Now Mobile, and Mobile Agent app offer a new design to support the Next Experience UI theme. The Next Experience theme is certified on the Customer Service Portal, Consumer Portal, and Knowledge Portal.

Next Experience UI Theming for Mobile

Beginning with the Utah release, the knowledge articles available on Knowledge Portal, Now Mobile, and Mobile Agent app offer a new design to support the Next Experience UI theme. 

Next Experience UI Theming for Classic Environment

Beginning with the Utah release, the knowledge articles available on Knowledge Portal, Now Mobile, and Mobile Agent app offer a new design to support the Next Experience UI theme. 

Human Readable URLs

Use the human-readable URL capability to define the URL structure of Knowledge Portal pages and make a URL more readable by the user. It improves the search experience by giving users a better idea of what they see when they access the link.

Mobile Page SEO Optimization

We've improved load times and key indicators for SEO rankings when viewing Knowledge Articles on mobile. This is not a customer configurable enhancement, customers will begin to experience faster knowledge article load times and enhanced SEO rankings on mobile pages.

Sitemap Generator

Add Knowledge article URLs to your sitemap to improve content indexing by public search engines. Beginning with the Utah release, the configuration to generate a sitemap for Knowledge Portal is inactive for new customers.

Learn more

These are just a few features available in the Knowledge Management Utah release. For more information, review the release notes and product documentation.

[Eduardo Robali1]

Is Human Readable URLs supported within the Employee Center? We recently upgraded to Utah and I have followed the steps outlined in the documentation. I tested with a few KBAs within the Employee Center portal and none of those KBAs had a Human Readable URL. Did a little research and noticed that all the content referencing this feature shows it being used in the Service Portal. The available documentation does not mention this feature not being supported in the Employee Center. I also verified in my PDI and run into the same scenario. 

[CarolIsWrite]

The "Ask a Question" function has moved out of the Knowledge base area to the general front page.  Previously when a question was asked, the owner of the Knowledge base received a notification email. Who receives the notification email now? How is that controlled?