Knowledge Management Academy: Yokohama Release Updates

rob_martoncik · ‎04-22-2025

Session Q/A

Q. Is there a max number of tasks that can be included?
A. Up to 5 similar tasks can be included for consideration currently.

Q. When now assist to generate knowledge how does it take into account templates?
A. Live answered

Q. Is a translation tool integration required or is GenAI already equipped?
A. Live answered

Q. Will language translation work on existing articles? Example: I have a How to guide in English but want a copy in French. Can SN do this for me?
A. The existing bulk or dynamic translation can be used for this.

Q. Can you have the AI built a knowledge article from the incident and use a style template?
A. Yes, you can select the template to use during the generation. Currently Standard and KCS are supported.

Q. The page with the links to recordings has no Q&A that I see - either on the page or when I open the article. Can you confirm the correct page to be looking at?
A. Yes, it takes about 5 days for the recording to be posted and the Q/a shortly after that.

Q. How does Now Assist account for images & Video's that might already be in a Knowledge article ?
A. Images and video are not currently indexed through OCR or other mechanisms in search.

Q. There is a Service Operations Workspace that focuses on Incident. Will there be a Service Operations Workspace that focuses on Knowledge? Something that shows current draft articles, waiting review, feedback articles, etc.
A. We will discuss this in future roadmap sections.

Q. For knowledge management publish & retire approvals (which are configured at knowledge base level) can we use flow designer flows instead of workflows ?
A. This is on the roadmap.

Q. We have many knowledge articles with attachments - attachments contains related work instructions for the respective knowledge article. Do we have any GenAI capability that can read through the content of an attachments and present the answers based on attachments content as well ?
A. AI search and genus results now scan knowledge attachments' (up to a certain data length - please check documentation for up to date limits).

Q. I thought blocks were already included in AI search prior to Yokohama? We are on Xanadu and our blocks pull up in the search results.
A. Yes, this was released in a store offering for Xanadu as well.

Q. is accessibility checker an out of the box feature. I've been looking at Yokohama and my instance doesn't have that option.
A. Live answered

Q. Just to confirm, the compliance checker is only through a workspace?
A. Live answered

Q. Is the Accessibility checker only for the portal site articles and not for the internal knowledge bases?
A. Live answered

Q. Are these updates only for those using Now Assist? Or will we still have access to WCAG 2.2
A. The TinyMCE updates do not require Now Assist.

Q. Knowledge Block AI search, Tiny MCE- are these available without Now Assist?
A. Yes

Q. Will AI be able to ID knowledge gaps?
A. More to come on this soon!

Q. Is Now Assist a separate module that required licenses in order to use these new features?
A. Please discuss licensing with your Account Manager.

Q. Is there any plans that will allow Knowledge Managers to find and replace text across multiple articles. I am thinking things like group names. Currently takes us many hours to find them.
A. Live answered

Q. Will AI search in Yokohama, be able to search the text contents in the PDF (scanned as pictures). Thanks!
A. Please refer to the Now Intelligence Product Hub and Documentation, but I do not believe it will if they are pictures.

Q. Any information on Self-Service Analytics? Deflection metrics configuration etc..
A. Self-Service Analytics documentation and out of the box deflection metrics for CSM are available on docs.ServiceNow.

Q. It would be great to go deep on Knowledge Gap identification, demand insights for incidents.
A. Thank you for the feedback. We may do this in an upcoming Knowledge Short.

Q. okay then could Knowledge blocks be modified to be inline so they could be updated that way?
A. Interesting feedback. Please submit to the Ideas Portal on community with more details so we can evaluate this!

Q. The Consortium has awesome public resources....member resources even better!!
A. Yes, the Consortium for Service Innovation has lots of useful information and deep dive details around the KCS process.

Q. Can you provide a resource that describes how to enable the Now Assist Context Menu (expand/shorten feature) in the Knowledge application (Tinymce). We have Now Assist, but don't see this feature in the knowledge application.
A. This is in Yokohama. You can find details here: https://www.servicenow.com/docs/bundle/yokohama-intelligent-experiences/page/administer/now-assist-p... .

Knowledge Management Academy: Yokohama Release Updates

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