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Featured Knowledge Management Academy: Past and Future Sessions

  The Knowledge Management Academy series will cover getting started, processes, roles, current features, what's new, and how to use platform capabilities such as analytics from a Knowledge Management lens. We'll also cover live Q&A during the s...

  • Article

Featured Introducing Knowledge Center with Advanced Editing, powered by Now Assist

Introducing Knowledge Center Smarter Knowledge Management with Now Assist AI and Advanced Editing Knowledge has never mattered more—especially with AI depending on accurate, fresh, well-structured content.  Knowledge Center for ServiceNow's Knowledge...

  • Article
  • AI Search
  • Best Practices
  • KCS
  • Now Assist

Featured How to Identify, Sponsor, and Scale the Right Agentic Use Cases

  I've watched smart teams burn six weeks building an agentic use case that worked perfectly. Sadly, it solved a problem nobody actually had.    It's a quiet kind of failure. Nothing blows up. The demo works. The stakeholders nod. And then, somewher...

  • blog

Change Management and domain issues

I have domain management turned on in my instance. Generally, it works well, the only issue I've really had with it is with Change management. Underneath the global domain I've added change schedules, boards, and such that are setup for the domains. ...

  • Question

Print knowledge article (widget only) with Service Portal formatting preserved

I have seen similar questions posed throughout the years but none seem to be specifically answered, or the solution might have adapted since. We are on Australia patch 5. I want to be able to share a draft copy of the article, formatted as it would a...

  • Question
  • Knowledge Management
  • Service Portal

Accounting for Missing Knowledge Article Content

How do you all account for missing content in your knowledge base? I've used a form where end users can report missing knowledge with an intake form. Where do you all put that if you use it? Is there a way to put it at the bottom the Now Assist searc...

  • Question

Using CAB Workbench for Change Discovery

This clinic focuses on using CAB Workbench to plan, organize, and run Change Advisory Board meetings more effectively. Attendees will learn how to manage CAB agendas, review upcoming changes, support approval decisions, and improve visibility and coo...

  • Event

ServiceNow Exchange: CI Binding is Where Event Management Earns Its Keep

CI Binding is where Event Management earns its keep. Without it, alerts arrive as orphaned noise with no context on what's actually impacted, leaving teams to manually piece together which service, application, or infrastructure component is at risk....

  • Event
  • ITOM

Images in Virtual Agent responses

In a Now Assist Virtual Agent implementation, if we have a Knowledge article with an image embedded within it, will the response in Virtual Agent ever include the image? I understand the context within image is not processed by the LLM.  Only asking ...

  • Question

Premium Chat 101: Meet ServiceNow's Newest Conversational Experience

Premium Chat 101   If you have opened the Otto Panel (fka Now Assist Panel) lately, you know it consists of only text based chats with maybe a hyperlink to a catalog item or knowledge article. Premium Chat, the newest version of the ServiceNow’s ...

  • blog

Sensitive Data Redaction Plugin

Hi all, I am setting up the Sensitive Data Redaction Plugin, and had a quick question on whether or not I can have it target a table that isn't the sys_email table. By Default that is the target table but I don't want to redact all emails coming in j...

  • Question

Combine Moveworks and Build Agent

  IntroductionThis is the third article in my mini-series exploring Moveworks' capabilities by teaching it to manage stories in ServiceNow.Here is the full list of articles in the series:Part 1: Create Moveworks Plugins for Story ManagementPart 2: Le...

  • blog

ServiceNow Predictive Intelligence (PI) — Complete Guide

OverviewServiceNow Predictive Intelligence (PI) — formerly known as Agent Intelligence — is an AI-driven, platform-native capability that leverages Machine Learning (ML) to analyze historical data, identify patterns, and deliver intelligent predictio...

  • Question
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