Knowledge Management Academy

rob_martoncik · ‎04-17-2025

Session Q/A:

Q: Has a date been set for a previously mentioned use of Rich Content Blocks in Knowledge Articles?
A: Not yet, we recently finished a research project on it with input from this community. We are working on updates - more to come soon.

Q: Will the old dashboards be retired with Xanadu or is this a new option?
A: For new customer on the latest release, they are retired. For existing instances they still see old dashboards. They have to select to move to platform analytics -> dashboards to see the new dashboards.

Q: Can the Knowledge Dashboard filter on Knowledge bases?
A: Yes- queries can be modified to show information for specific Knowledge bases. More details on how to configure dashboards - https://docs.servicenow.com/bundle/xanadu-now-intelligence/page/use/dashboards/task/edit-db-in-ac.ht...

Q: Is the 30 days review widget editable in terms of timescale
A: Yes - More details here - https://docs.servicenow.com/bundle/xanadu-now-intelligence/page/use/dashboards/task/edit-db-in-ac.ht...

Q: Where can I post ideas or suggestions for product
A: Thanks for feedback. Please post it on Ideas portal: https://support.servicenow.com/ideas?id=ideas_list&sysparm_module_id=enhancement_requests

Q: Can you show how the Knowledge Management Overview Dashboard can be filtered by knowledge base (we have several) and category within the specific knowledge base.
A: Yes- queries can be modified to show information for specific Knowledge bases. More details on how to configure dashboards - https://docs.servicenow.com/bundle/xanadu-now-intelligence/page/use/dashboards/task/edit-db-in-ac.ht...

Q: Will there be a way in Xanadu (or in the future) to flag articles for review (to make sure content is always up to date). For instance, critical information may need to be reviewed every three months, less critical every 6, somewhat important once a year). Want to avoid risking an article being retired by using the article validity feature. Review instead of Retire
A: Thanks for feedback. No there is no enhancement for this for Xanadu

Q: Are these knowledge dashboards only available on Xanadu?
A: Yes new dashboards with next experience are available from Xanadu.

Q: We are trying to measure if the KB are assisting to improve Tier 0 (self- service)
A: There are some of these in CSM

https://docs.servicenow.com/bundle/utah-servicenow-platform/page/product/knowledge-management/task/c...

Q: Is there any improvement with editor? Like, Expand/ Collapse feature?
A: With Xanadu release there is accordion support in editor so this can be used in FaQ as well

Q: Would this knowledge creation interface be available even if we do not have now assist licenses?
A: No KB Generation comes with Now Assist

Q: Additional Relevant Tasks - is this feature pre configured or do we need to create our own Similarity model?
A: It is pre-configured with AI Search -> Search source, but if required you can change it

Q: Can the Now Assist generated articles be updated with the Word plugin?
A: Yes this is like any other existing article, only while create content is drafted from Now Assist

Q: How important are case resolution notes in order for ai to generate knowledge drafts? In HRSD they are not mandatory in our implementation
A: Input to LLM is short description, description, work notes, additional comments and resolution notes. IF information is well captured in other fields than case resolution notes can be ignored.

Q: Is Now Assist available to use in GCC environments?
A: Yes

Q: This looks fantastic! We use custom templates today. If not already on the roadmap, please allow us to choose a custom template at some point in the future!
A: Thanks for feedback. Custom templates is in our roadmap backlog.

Q: Is there any meta created or some other way we can easily create reports for articles created via Now Assist?
A: At article level this fields defines if article is created using Now Assist if it is true. generated_with_now_assist=true

Q: We don't have the AI activated at the moment for searching or creating content. We are using Washington DC right now. Will Xanadu force us to activate the agent assist AI or is that still configurable?
A: This will still be configurable with installed Now Assist plugins.

Q: Not knowledge related, but will the TinyMCE v6 make it to other areas of the platform? i.e. Content Publishing
A: Yes it does, it is overall upgraded at platform level

Q: Does accordion support knowledge blocks?
A: Yes Accordion works with Knowledge Blocks

Q: Can we import a PDF content into the Body of the KB article... we have a lot of info on the PDF's and our authors are struggling to get them in
A: PDF is intended as a final format artifact that maintains author's intended layout. Migrating from a PDF source generally becomes a challenge that requires additional work with the layout. Sometimes, for larger PDFs, it makes sense to summarize the info in one or more articles that reference specfic locations in an attached or linked document.

Q: As part of Xanadu are you giving us a report/ workflow to find and fix broken links on the article?
A: Not in Xanadu, we are working to get more details on it, this is part of backlog

Q: will power paste support images being pasted from other sources. I've found when images are pasted in they go into the attachments as pasted images rather than their file name and have occasionally detatch themselves from an article.
A: Images are supported via powerpaste, still they go into attachment.

Q: When the kb is drafted by Now Assist, who is listed as the Author?
A: user who clicks on the create knowledge (who triggers the create process), recommendation is there should be manual review to generated article. However, it will be flagged with Meta data that it was drafted by NA.

Q: Do we need to update the available functions in the menu bar for TinyMCE in config or will Xanadu just add it?
A: If you are using OOB TinyMCE menu, Xanadu upgrade would add it. If TinyMCE Menu is customized than you have to add it manually.

Q: Anyone know what the clock icon does?
A: This is insertdatetime, more details - https://docs.servicenow.com/bundle/xanadu-platform-administration/page/administer/form-administratio...

Q: For the create new knowledge article option, what would happen if members of the team aren't designated content owners, would they still have this feature?
A: This feature still adheres to existing ACL and permissions. So they see content where they have access.

Q: Does the bookmark icon show in the published view of the article?
A: Yes one can mark article as favorite

Q: Do images have issue being pasted?
A: Generally images paste fine, but it sometimes depends on source and format. PowerPaste helps with this too.

Q: Does PowerPaste work on content other than from Word?
A: It works with Word, GDocs, HTML and Excel, it does the same for websites and other popular providers

Q: Will the anchor allow us to jump to a section when using the article URL (anchor at the end): Example: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0778268#Anchor
A: Anchor works within same single article

Q: NowAssist is an additional subscription, correct? Even for article generation in the backend?
A: Correct, it is an add-on

Q: Also, will the AI functionality be more utilized within the KBA editor? It would be nice if we could highlight parts of the body and tell AI something like "add steps about this thing here" or "simplify these steps."
A: Shorten and Elaborate capability with Now Assist next store release for this.

Q: How can we look at specific knowledge base anayltics in EC for metrics such as Self-solve rate?
A: Each application has it's own dashboard which include different value drives, many considering the usage of knowledge. There is also a new Knowledge Dashboard covered in this recording. We will look at a Analytics Deep-Dive workshop as a future option.

Q: How to join community
A: Simply navigate to the community site directly from the ServiceNow homepage, under the Resources drop down. There you will find a button to "Join the Community" under the "Login" button.

Q: If we already created accodians in our articles in HTML, will Xanadu recognize them? Or will we need to recreate?
A: This needs to be recreated

Q: Can anchors be used to link to specific section on linked KBAs? Meaning linking to a new KBA outside of the original KBA you were in.
A: No, Anchor works within a single article

Q: I came in late…. What if our company is not adopting AI, which features will be available still?
A: The AI search and TinyMCE topic areas would include features still available. However, we recommend you design with AI in mind.

Q: Is there a way to tell which KBs are using Now Assist to generate content?
A: This field on KB table - generated_with_now_assist

Q: Does AI search within attachments?
A: Reference to how AI Search works with attachments - https://www.servicenow.com/community/intelligence-ml-articles/ai-search-faq/ta-p/2307953

Q: Is there anything on the roadmap to support kcs workflows without customization to include a KCS Coach for example in the approval workflow?
A: Thanks for feedback. Please post it on Ideas portal

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