Knowledge Graph release notes
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Summary of Knowledge Graph Release Notes - Yokohama
The ServiceNow Knowledge Graph, introduced in the Yokohama release, is a Now Assist platform capability that allows you to create and manage knowledge graph schemas to enhance out-of-the-box integrations with Virtual Agent. It transforms large datasets into semantic representations, improving personalized and contextually relevant responses from large language models (LLMs) within Virtual Agent and AI Agents.
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Knowledge Graph schemas consist of nodes, node properties, and edges, representing complex data models that enable connected and customized user experiences.
The feature is activated automatically if you have downloaded the Generative AI for BU application and requires your instance to be upgraded to XP7.
Key Features
- Schema Management: Use Knowledge Graph Designer to create, edit, duplicate, or delete schemas, managing nodes and their relationships.
- Prebuilt Schemas and Integrations: Includes NLQ graph schema and user profile schema, integrated with Virtual Agent and AI Agents to provide personalized responses and enable slot filling for topics using natural language queries.
- Support for Multiple AI Model Providers: Select from Now LLM Service, Azure OpenAI GPT-4.1 variants, Google Gemini, and AWS Anthropic Claude for Knowledge Graph operations.
- Aggregate and Hierarchical Queries: Supports aggregate queries and querying nodes from parent and grandparent nodes, as well as CMDB queries within the Now Assist panel.
- Security and Efficiency: Allows creation of Knowledge Graph schemas with Workflow Data Fabric tables to retrieve data from different systems securely without moving data.
- Usage Measurement Updates: Transitioned to a 365-day burn-down model resetting at contract anniversary for Now Assist usage measurement.
- Access Control Enhancements: Configure ACLs for AI agents and agentic workflows to control who can discover and trigger these features, including options for dynamic or AI user behavior and authentication scope.
- Testing Capabilities: Test queries against Knowledge Graph schemas using different LLM options and incorporate previous conversations for context.
Practical Benefits for ServiceNow Customers
- Enhances Virtual Agent’s ability to deliver personalized, context-aware responses, improving user satisfaction and self-service deflections.
- Enables integration of complex data from multiple sources without data movement, preserving security and efficiency.
- Offers flexibility to leverage preferred AI model providers to optimize performance and relevance of responses.
- Facilitates easier schema management and testing to tailor Knowledge Graphs to specific organizational needs.
- Improves control over AI-powered workflows and agents through ACL configurations, ensuring compliance with access policies.
- Provides better measurement and management of Now Assist usage for accurate monitoring and planning.
The ServiceNow® Knowledge Graph enables you to create and manage knowledge graph schema for the out of the box (OOTB) integrations for Virtual Agent. Knowledge Graph is a new Now Assist platform capability in the Yokohama release.
Knowledge Graph highlights for the Yokohama release
Yokohama Patch 11
- Review changes to Now Assist usage measurement.
- Some Now Assist skills, agents, and agentic workflows are on by default.
- Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications.
- Knowledge Graph now supports aggregate queries.
- Improved accuracy for Now LLM Service.
Yokohama Patch 8
- Admins can create Knowledge Graph schema with Workflow Data Fabric tables that enables users to retrieve data from different systems without moving them. This ensures efficiency and security when working with external tables.
Yokohama Patch 6
- Use Google Gemini and Anthropic Claude on AWS as AI model providers for Knowledge Graph in addition to Now LLM Service and Azure OpenAI
- Select your preferred large language model (LLM) provider for Now Assist platform. Apart from Now LLM Service, the platform supports Azure OpenAI GPT-4.1 and GPT-4.1 mini, Google Gemini 2.0 Flash and 2.5 Pro, and AWS Anthropic Claude 3.7 Sonnet LLM providers with ServiceNow® third-party model strategy.
- Supports nodes from parent and grandparent nodes from the hierarchy.
- Supports CMDB queries in Now Assist panel.
Yokohama Patch 3
- Seamlessly integrated with Now Assist in Virtual Agent, AI Agents and AI Search enabling personalized search results and context driven skills execution.
- Seamless Integration with Now Assist in Virtual Agent for Natural Language Query.
- Use Knowledge Graph as a tool to complete custom tasks for AI Agents.
Yokohama Patch 1
- Knowledge Graph helps you in transforming large amount of data into a semantic representation, fostering more connected and customized user experiences.
- Knowledge Graph boosts Virtual Agent by enabling large language models (LLMs) to provide contextually relevant responses tailored to each user.
- Knowledge Graph creates a complex data model called Knowledge Graph schema with numerous entities and their relation within a few steps.
- Knowledge Graph admins can use Knowledge Graph to create and manage the Knowledge Graph schemas. These Knowledge Graph schemas are the customized Knowledge Graph that consist of nodes, node properties, and edges.
See Knowledge Graph for more information.
Important:
Knowledge Graph is enabled automatically in your BU Generative AI Application. For details, see the "Activation information" section of these release notes.
Knowledge Graph features
- Test a Knowledge Graph schema
- Enter a query and test the Knowledge Graph schema using different LLM options. You can also add previous conversations before you run the query.
- Access Knowledge Graph Schema
- Knowledge Graph now has a new NLQ graph schema available prebuilt along with user profile schema. See KB article for schema attributes.
- Leverage Knowledge Graph prebuilt integration with Virtual Agent
- Knowledge Graph provides the following new prebuilt integrations:
- Integration with Now Assist Virtual Agent: Helps requesters with personalized responses on people queries and Natural Language queries. Also supports people citation card.
- Leverage Knowledge Graph prebuild integration with AI agents
- Knowledge Graph provides the following prebuilt integrations:
- Integration with Now Assist AI agents for User Context: Helps users with personalized responses.
- Integration with AI agents as a tool: Used to perform specific tasks that are assigned to the AI agents.
- Exploring Knowledge Graph
- Knowledge Graph helps requesters with personalized responses using its Integration with Now Assist
Virtual Agent for User Context.
Use Knowledge Graph integration with Now Assist Virtual Agent for Slot filling to helps pre-fill the slots for Virtual Agent topics using Natural Language Querying feature of Knowledge Graph.
- Leverage Knowledge Graph prebuilt integration with Virtual Agent
- Use the Knowledge Graph integrations with Now Assist Virtual Agent to utilize Knowledge Graph APIs built with LLM models, for personalized responses and slot-filling fields to execute LLM topics and skills in Virtual Agent.
- Using Knowledge Graph Designer
- Use Knowledge Graph designer to manage Knowledge Graph schemas, their nodes, node properties and edges. You can also use the interface to create, edit, duplicate, or delete a Knowledge Graph schema.
Changed in this release
- Yokohama Patch 11
- Changes to Now Assist usage measurement
- Starting with Yokohama Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: Now Assist Usage - Overview & New Measurement Logic.
- Some Now Assist skills are turned on by default
- The new default behavior works as follows:
- New customers: When you install a Now Assist product, designated skills are turned on automatically.
- Existing customers who are upgrading (starting with Yokohama Patch 11): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.
- Configure ACLs for AI agents and agentic workflows
- Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available.
Activation information
Knowledge Graph is a ServiceNow AI Platform feature that is active by default if you have downloaded the Generative AI for BU.
Additional requirements
Ensure that your instance is upgraded to XP7.