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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

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

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

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

Embedding and Integrating UI Builder Pages with Employee Center

I recently made a post showing off the ability to run events from a custom Playbook Activity to the Employee Center. In this post I will be showing off a more generic way of communicating with an embedded UI Builder page within Employee Center. Porta...

  • Question

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

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

`ref_auto_completer` is not working.

I have a requirement where typing any name should display search suggestions within the field. Example:When typing: "rec"Show the suggestion: "documentation record" I am using `ref_auto_completer` for this, but it isn't working when the matching word...

  • Question

How To - Select all records for a list collector

A question that popped up on the SNDevs Slack community was a method to have a select all ability for a list collector within a catalog item. This can be done via a simple script include and a catalog client script that performs a GlideAjax call. Scr...

  • Article
  • Service Catalog

Resolved! Knowledge article optimization not working as expected

Hi experts, For knowledge article optimization, we see that the results are showing old dates. we have ran the 2 jobs called article optimization-now assist and scripted but still no results are coming. Can anyone please help where we are missing. Th...

  • Question
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