Knowledge Management release notes

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Knowledge Management release notes

    The ServiceNow® Knowledge Management application helps organizations share knowledge articles that assist users with self-help, troubleshooting, and task resolution. The Yokohama release introduces enhancements aimed at improving AI-driven article generation, accessibility, and knowledge base management.

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    Key Features

    • AI Model Providers: Support for Google Gemini and Anthropic Claude on AWS as additional AI model providers for Now Assist skills and AI agents, alongside Now LLM Service and Azure OpenAI.
    • Custom Prompts for AI: Administrators can clone and customize prompts for KB generation skills, enabling tailored AI-generated knowledge articles from single or multiple knowledge bases.
    • Accessibility Checker: A new accessibility checker button in the TinyMCE HTML editor toolbar helps authors identify and resolve accessibility issues during knowledge article creation.
    • Advanced Knowledge Management Plugin Enhancements: Features such as article versioning, subscriptions, templates, and a quality index improve the management and creation of knowledge bases.
    • UI Improvements: Enhanced editing functions within the HTML editor streamline article authoring.

    Activation and Accessibility

    Knowledge Management is an AI Platform feature active by default. The accessibility checker in the HTML editor supports compliance and quality standards by enabling easy identification and resolution of accessibility issues during article creation.

    Integration with Related ServiceNow Applications

    • Customer Service Management (CSM): Agents can access knowledge articles attached to cases to improve resolution efficiency.
    • Field Service Management: Field agents can view knowledge articles offline via the Now Mobile Agent app.
    • Communities: Knowledge can be harvested from community posts and converted into structured articles.
    • Problem and Incident Management: Articles can be created from problems and incidents to formalize tacit knowledge and address knowledge gaps during issue resolution.
    • Employee Service Management (HR): HR knowledge blocks simplify authoring and consumption, while dashboards provide insights into knowledge coverage and gaps in HR cases.

    The ServiceNow® Knowledge Management application enables you to share knowledge articles that provide users with information for self-help, troubleshooting, and task resolution. Knowledge Management was enhanced and updated in the Yokohama release.

    Knowledge Management highlights for the Yokohama release

    Yokohama Patch 6
    • Use Google Gemini and Anthropic Claude on AWS as AI model providers for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI.
    • Customize prompts for AI model providers to generate Knowledge articles with Now Assist.
    • Identify and resolve accessibility-related issues during Knowledge article generation through a new accessibility checker button in the TinyMCE toolbar.
    • Enhance the creation and management of knowledge base through features in the Knowledge Management advanced plugin such as article versioning, article subscriptions, article templates, and an article quality index.

    See Knowledge Management for more information.

    New in the Yokohama release

    Configure skills with custom prompts for knowledge article templates
    As an admin, you can clone the KB generation skill, and update prompts for AI model providers. This helps the agent to use custom templates and custom prompts to generate Knowledge articles with Now Assist from single and multiple knowledge bases.

    UI changes

    Editing functions for knowledge articles in the HTML editor
    Identify and resolve accessibility related issues during Knowledge article generation through a new accessibility checker button in the TinyMCE toolbar.

    Activation information

    Knowledge Management is a ServiceNow AI Platform feature that is active by default.

    Accessibility information

    Accessibility checker in the TinyMCE toolbar enables you to identify and resolve accessibility related issues when creating a Knowledge article. See Accessibility checker in the toolbar for more information.

    Related ServiceNow applications and features

    CSM Configurable Workspace
    ServiceNow® CSM Configurable Workspace and ServiceNow® CSM Agent Workspace enable customer service agents to read knowledge articles attached to their cases and gain additional information that helps them resolve cases more efficiently.
    Field Service Management
    Enable field service agents to read knowledge articles that are attached to their work order tasks while they’re offline through the Now Mobile Agent app. For more information, see Knowledge articles on Mobile Agent.
    Communities
    Harvest knowledge information from posts on a Community site. Create structured knowledge articles from unstructured discussions around a question.
    Problem Management
    Create structured knowledge articles from information generated from a problem form that could be useful to solve similar issues.
    Incident Management
    Resolve issues by searching for knowledge articles from an incident. Flag issues with articles, edit articles from incidents, and report knowledge gaps while resolving an incident. Formalize tacit knowledge by creating articles from an incident using article templates.
    Employee Service Management
    Use knowledge blocks with HR Knowledge Management to simplify both HR knowledge authoring for writers and knowledge consumption for readers. Enable an HR agent to identify cases that have insufficient knowledge coverage and to report knowledge gaps using the Demand Insights for HR Cases dashboard. For more information, see Demand Insights for HR Cases dashboard.