What’s New in Knowledge Management: Zurich Release Highlights

[Sharon_Barnes]

What’s New in Knowledge Management: Zurich Release Highlights

The Zurich release of ServiceNow continues to evolve how teams create, manage, and automate knowledge. In this edition of Platform Academy, Sharon Barnes hosts Rob and Lisa to unpack what’s new, what’s improved, and what’s next for Knowledge Management.

Moving to Flows and Workflow Studio

One of the biggest changes in Zurich is the introduction of Flow-based automation for knowledge workflows. ServiceNow is standardizing on Workflow Studio, a unified, low-code builder that replaces legacy workflow tools.
Customers can now:

• Build and manage publish and retire flows directly in Workflow Studio.
• Migrate existing legacy workflows at their own pace.
• Reuse triggers, schedule recurring flows, and build logic with decision tables — all without scripting.

As Lisa shared, “Flows are not just replacing old tools—they’re expanding what’s possible.” Teams can now easily integrate AI-powered steps, automate translations, or trigger external events through webhook-style automation.

Knowledge Health and Duplicate Detection

The Zurich updates also continue ServiceNow’s journey toward knowledge quality and health. The duplicate article identification feature helps find similar or conflicting content, reducing confusion and improving search relevance.

Generative Article Drafting

Building on earlier releases, Zurich adds support for custom templates when using generative article drafting. Teams can now clone the knowledge drafting skill and tailor it for their own template requirements.

UI Improvements and New Themes

Zurich introduces a cleaner knowledge article layout — author and version info is now placed at the top, feedback is aligned to the bottom, and a new Coral theme adds a refreshed look across the portal.

Third-Party LLM Support

Zurich also opens the door for third-party large language models (LLMs) to enhance the article editing experience. Users can now expand, summarize, or rewrite text directly from the context menu using their preferred AI models.

Coming Soon: Knowledge Center and Enhanced Content Editor

Looking ahead to December, ServiceNow will roll out Knowledge Center, a unified workspace for knowledge owners that brings analysis, insights, and administrative tools together. Alongside it comes a modern content editor with built-in article optimization — giving feedback on accessibility, searchability, and overall quality.

Final Thoughts

The Zurich release is all about modernization and enablement — empowering knowledge teams to automate faster, write smarter, and manage knowledge more effectively. Whether you’re just starting your KM journey or managing complex enterprise workflows, the new Flow-based foundation sets you up for the next generation of intelligent knowledge management.