Keeping Knowledge Fresh: Highlights from the KM Academy July Session

[Sharon_Barnes]

In July’s Platform Academy, we brought together a panel of ServiceNow experts to tackle one of the most critical (and often tricky) areas of enterprise service management: knowledge management. The format was different this time — instead of a specific presentation topic, it was almost entirely live Q&A, letting customers guide the discussion.

Here are the big takeaways:

AI is Reshaping Knowledge Management
Now Assist is already helping authors generate knowledge drafts, identify duplicates, and even customize templates with Skill Kit. Attendees saw how AI search uses both semantic and keyword pipelines, combining results into synthesized answers for better user experience.

Content Health is Ongoing, Not a Project
Panelists emphasized the need for constant attention to findability, usability, and breadth of content. Outdated and duplicate articles should be flagged early. ServiceNow’s own internal “diagnostic” of its knowledge base — powered by AI agents — highlighted how effective this approach can be.

Search Optimization is All About Structure
Clear titles, summaries, and proper headers (H2/H3) improve AI search results. Frontloading keywords in both article titles and bodies helps vector-based search deliver the right content.

Global Scaling Requires More Than Translation
Customers often struggle with translation quality and managing multilingual content. ServiceNow’s Localization Workspace is designed to help manage translation workflows at enterprise scale while integrating with translation management systems.

Customer Feedback Drives the Roadmap
From Innovation Labs to research studies and community forums, customer insights directly influence features like the Knowledge Center homepage, new editors, and upcoming article optimization frameworks.

What’s Next?
Expect more AI-driven features in the near future: enhanced Knowledge Center, open-prompt capabilities for article editing, and continued investment in connectors to bring in external content.

This session made one thing clear: successful knowledge management is less about one-time cleanup and more about building healthy, AI-ready practices into everyday processes.