--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-zurich-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3az bundleId : - delta3az --- # Combined Knowledge Center release notes for upgrades from Zurich to Australia # Combined Knowledge Center release notes for upgrades from Zurich to Australia {#ariaid-title1} Release version: Australia Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 12 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined Knowledge Center Release Notes for Upgrades from Zurich to Australia This consolidated release notes document summarizes the key updates, new features, changes, and activation information for ServiceNow Knowledge Center as customers upgrade from the Zurich release family to Australia. It serves as a practical guide to help ServiceNow customers understand enhancements that improve knowledge management processes, article quality, and AI-assisted content creation capabilities in the Australia release and its patches. Show full answer Show less ## New Features * **Article Optimization Enhancements:** Introduction of advanced optimization tools such as Reading Ease and Article Length scans, enabling authors to improve article readability, relevance, and compliance with length requirements for search indexing. * **Knowledge Health Scoring:** Ability to configure custom weights for health score scans at both article and knowledge base levels, helping track and maintain content quality systematically. * **AI-Powered Content Creation:** Integration of ServiceNow Otto with external content sources like Microsoft SharePoint and Box, allowing users to generate knowledge articles using aggregated and summarized content from these platforms. * **Auto-Fix and Auto-Merge Capabilities:** Automatic updating of article optimization findings such as image alt tags and auto-merging of potential duplicate articles with configurable confidence thresholds and revert windows to maintain content accuracy and reduce redundancy. * **Knowledge Gaps Identification:** Expanded gap analysis to include HR case data alongside IT and CSM cases, enabling more comprehensive identification and filling of knowledge gaps. * **Enhanced Article Editor:** New editing tools for formatting content, including text, images, and media, plus real-time word count indicators to help authors conform to best practices. * **Duplicate Detection and Management:** Introduction of a Duplicate Score contributing to the overall Article Health Score, with dashboard widgets to identify and manage duplicate articles efficiently. * **Stale and Expiring Article Detection:** Added capability to identify outdated knowledge articles for proactive updates or removal, supporting content relevance and accuracy. ## Changes * **Terminology Updates:** The AI experience brand is now ServiceNow Otto®, reflecting across product names while maintaining existing entitlements. * **System Property Renames:** Flags controlling auto-publish and auto-merge functionalities have been renamed for clarity, e.g., "Enable automatic updating and publishing of articles from AO findings." * **Improved Dashboards:** Knowledge Center home page now includes comprehensive health scores, adoption metrics, and better support for workflows such as article optimization and duplicate article management. * **Revert Mechanisms:** New system properties allow administrators to configure timeframes during which automatic merges or updates can be reverted, ensuring control over automated changes. ## Activation and Configuration * Knowledge Center is available by default to all Knowledge Management roles. * To enable auto-updates, the Article Optimization skill and the **snkmcenter.aoautoupdate.enabled** system property (enabled by default) must be active. * Auto-merge requires enabling the Identify Duplicate Articles and Merge Articles AI skills along with the **snkmgenai.automerge.enable** system property. * Additional properties allow configuration of confidence thresholds for auto-merge and publishing, and define revert time-to-live durations. ## Deprecations and Removals No features or functionalities were removed or deprecated directly in the upgrade from Zurich to Australia, except for the deprecation notice regarding older Now LLM Service models in favor of newer open-weight models like Gemma 4 starting September 2026. ## Practical Implications for ServiceNow Customers Upgrading to Australia with Knowledge Center enables ServiceNow customers to: * Maintain a higher quality and more relevant knowledge base through AI-assisted optimization and health scoring tools. * Streamline content creation by leveraging external content sources and AI-powered article generation with ServiceNow Otto. * Reduce duplicate and stale content automatically, improving user experience and knowledge reliability. * Gain actionable insights on knowledge gaps across IT, CSM, and HR domains, promoting comprehensive organizational knowledge coverage. * Benefit from enhanced control over automated updates and merges with configurable revert options. * Utilize improved dashboards and article editor tools to enhance productivity and content management workflows. These capabilities collectively support continuous improvement of organizational knowledge, reduce redundant work, and help ensure users access the latest, most accurate information efficiently. Consolidated page of all release notes for Knowledge Center from Zurich to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Knowledge Center release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich to Australia. Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release." ## Important information for upgrading Knowledge Center to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-knowledgecenter-summary__entry__2} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## New features Between your current release family and Australia, new features were introduced for Knowledge Center. {#dfrn3-knowledgecenter-summary__entry__8} | Release | Release notes | |-|-| | Zurich | [Search knowledge article](https://www.servicenow.com/docs/access?context=search-knowledge-article&family=zurich&ft:locale=en-US) : Build a complete and accurate knowledge base, focus on continuous improvement by discovering and filling content gaps, removing redundant information, and optimizing existing articles for better quality. [Knowledge Center Article Optimization](https://www.servicenow.com/docs/access?context=knowledge-center-article-optimization&family=zurich&ft:locale=en-US) : Improve the quality and health of your knowledge articles by using the Article Optimization tool in the Knowledge Center to scan the articles, and get instant, actionable feedback. [Generate and edit articles using ServiceNow Otto in the Knowledge Center article editor](https://www.servicenow.com/docs/access?context=kc-article-editor&family=zurich&ft:locale=en-US) : Use the editing tools in the Knowledge Center to format knowledge article content such as text, images, and media. [Potential knowledge gaps](https://www.servicenow.com/docs/access?context=understanding-knowledge-gaps&family=zurich&ft:locale=en-US) : Proactively identify and fill potential knowledge gaps. Identify missing knowledge articles and recurring issues that have incomplete or no knowledge article to refer to. | | Australia | [Configure knowledge health score](https://www.servicenow.com/docs/access?context=kc-health-score-configuration&family=australia&ft:locale=en-US) : In the Health score configuration page you can assign custom weights to the different scans both at the Article level and the Knowledge base level. [Review stale and expiring articles](https://www.servicenow.com/docs/access?context=kc-review-stale-expiring-articles&family=australia&ft:locale=en-US) : Article optimization scan comes with a new capability to identify stale and expiring articles. You can identify these both at the article and the knowledge base level. [SharePoint as a content source for Knowledge Center](https://www.servicenow.com/docs/access?context=create-article-using-sharepoint&family=australia&ft:locale=en-US) : Connect ServiceNow Otto to a SharePoint site through an external content connection (XCC) so its content can be used when creating knowledge articles with AI. Microsoft SharePoint appears as an available source in the source list when you create an article using AI in Knowledge Center. ServiceNow Otto searches, aggregates, and summarizes relevant Microsoft SharePoint content to help generate the article. [Auto-fix article optimization findings](https://www.servicenow.com/docs/access?context=auto-update-articles&family=australia&ft:locale=en-US) : Automatically update the articles by findings generated by article optimization scan. The Article Optimization skill must be enabled to use this feature. [Merge and publish potential duplicate articles](https://www.servicenow.com/docs/access?context=automerge-duplicate-articles&family=australia&ft:locale=en-US) : Merge potential duplicate articles in a Knowledge Base, where the duplicate article drill- down widget groups them by topic and Knowledge Base. Enable auto-merge and auto-publish for a Knowledge Base, and set the confidence threshold and revert window at the system level. [Knowledge Health Score](https://www.servicenow.com/docs/access?context=knowledge-health-score&family=australia&ft:locale=en-US) : Track Knowledge Base level quality by using Knowledge Base health score. [Search knowledge article](https://www.servicenow.com/docs/access?context=search-knowledge-article&family=australia&ft:locale=en-US) : Build a complete and accurate Knowledge Base. Focus on continuous improvement by discovering and filling content gaps, removing redundant information, and optimizing existing articles for better quality. [Create knowledge articles using AI and Box](https://www.servicenow.com/docs/access?context=kc-create-article-with-Box&family=australia&ft:locale=en-US) : The Knowledge Center now integrates with Box. This enables authors to use stored files as a source for generating knowledge articles with Now Assist. [Article Optimization with Reading Ease scan](https://www.servicenow.com/docs/access?context=kc-reading-ease-scan&family=australia&ft:locale=en-US) : The AI-based Reading Ease scan is integrated into the article optimization feature of the Knowledge Center, scans articles for readability. It provides actionable recommendations, and supports ongoing article improvement. [Search knowledge article](https://www.servicenow.com/docs/access?context=search-knowledge-article&family=australia&ft:locale=en-US) : Build a complete and accurate Knowledge Base. Focus on continuous improvement by discovering and filling content gaps, removing redundant information, and optimizing existing articles for better quality. [Knowledge Center Article Optimization](https://www.servicenow.com/docs/access?context=knowledge-center-article-optimization&family=australia&ft:locale=en-US) : Improve the quality and health of your knowledge articles by using the Article Optimization tool in the Knowledge Center to scan the articles, and get instant, actionable feedback. [Generate and edit articles using ServiceNow Otto in the Knowledge Center article editor](https://www.servicenow.com/docs/access?context=kc-article-editor&family=australia&ft:locale=en-US) : Use the editing tools in the Knowledge Center to format knowledge article content such as text, images, and media. [Potential knowledge gaps](https://www.servicenow.com/docs/access?context=understanding-knowledge-gaps&family=australia&ft:locale=en-US) : Proactively identify and fill potential knowledge gaps. Identify missing knowledge articles and recurring issues that have incomplete or no knowledge article to refer to. [Merge duplicate articles](https://www.servicenow.com/docs/access?context=merge-duplicate-articles&family=australia&ft:locale=en-US) : Merge selected duplicate knowledge articles into a new consolidated article using Now Assist in Knowledge Management. The merge preserves references to source articles and helps maintain a clean, high‑quality Knowledge Base. [Add a knowledge block to a knowledge article](https://www.servicenow.com/docs/access?context=kc-add-knowledge-blocks-to-a-knowledge-article&family=australia&ft:locale=en-US) : Insert one or more knowledge blocks into a knowledge article within a Knowledge Base. Each knowledge block is secured by user criteria, which control who can read or not read the content in an article. [Article optimization with article length scan](https://www.servicenow.com/docs/access?context=article-optimization-with-article-length-scan&family=australia&ft:locale=en-US) : The article length scan is a script‑based, non‑AI scan that runs in the background while authors work on articles. This scan evaluates articles against two length‑based criteria, namely: minimum length for search engine optimization, and maximum length for AI search. Articles with fewer than 300 words are flagged for search engine optimization, and don't appear in search results. Articles exceeding 10,000 words are flagged for AI search indexation, and don't appear in AI‑powered search results. The following features are new in this release. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Knowledge Center features. {#dfrn3-knowledgecenter-summary__entry__14} | Release | Release notes | |-|-| | Zurich | [Knowledge Center home page](https://www.servicenow.com/docs/access?context=kc-home-page&family=zurich&ft:locale=en-US) : The Knowledge Center home page comes equipped with dashboards. New features like article optimization, identify knowledge gaps and, manage duplicate articles improve productivity. The enhanced article editor is integrated with article optimization support to generate high quality content effortlessly. | | Australia | [Auto-fix article optimization findings](https://www.servicenow.com/docs/access?context=auto-update-articles&family=australia&ft:locale=en-US) : Auto-fix applies to an AI-based Image Alt Tag scan based on the confidence score. Also, the AO auto publish enabled flag is renamed to Enable automatic updating and publishing of articles from AO findings. [Merge and publish potential duplicate articles](https://www.servicenow.com/docs/access?context=automerge-duplicate-articles&family=australia&ft:locale=en-US) : A new system property Define the eligibility of time to revert the automatically merged or automatically updated articles is available to configure the period within which you can revert a run. Also, the Enable auto merge publish flag is renamed to Enable automatic merging and publishing of duplicate articles. [Article health score](https://www.servicenow.com/docs/access?context=healthscore-metrics&family=australia&ft:locale=en-US) : Duplicate score is added as a part of the Article health score and contributes to the overall health score of the article along with the Article optimization score. The article editor features a side panel with an Overview of: the Article health score, Article Optimization issues, Usage insights and Duplicate content alert. [Configure skills for potential gaps](https://www.servicenow.com/docs/access?context=configure-na-km&family=australia&ft:locale=en-US) : HR case data is included in knowledge gap analysis so that gaps related to HR cases appear in the Gaps area of Knowledge Center, alongside the existing IT incident and CSM case gaps. To use this feature, an admin must turn on the Knowledge gaps identification (HR) AI skill in AI Admin Hub. [Auto-fix article optimization findings](https://www.servicenow.com/docs/access?context=auto-update-articles&family=australia&ft:locale=en-US) : The overview page shows automatic updates and manual review results for an automatically updated run, with progress indicators for bulk updates and reverts. [Merge and publish potential duplicate articles](https://www.servicenow.com/docs/access?context=automerge-duplicate-articles&family=australia&ft:locale=en-US) : Merge potential duplicate articles in a Knowledge Base where, the duplicate article drill-down widget groups them by topic and Knowledge Base. [Generate and edit articles using ServiceNow Otto in the Knowledge Center article editor](https://www.servicenow.com/docs/access?context=kc-article-editor&family=australia&ft:locale=en-US) : The article editor displays a word count indicator next to the editor size controls. Authors can see the total number of words in an article as they write, helping them stay within recommended limits. [Knowledge Center home page](https://www.servicenow.com/docs/access?context=kc-home-page&family=australia&ft:locale=en-US) : The Knowledge Center home page includes article health score, knowledge health score, and adoption metrics to support process flow and user experience. It also includes dashboards and features such as article optimization, knowledge gap identification, and duplicate article management. The article editor is integrated with article optimization support. | [ ] ## Removed Between your current release family and Australia, some Knowledge Center features or functionality were removed. {#dfrn3-knowledgecenter-summary__entry__20} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Deprecations Between your current release family and Australia, some Knowledge Center features or functionality were deprecated. {#dfrn3-knowledgecenter-summary__entry__26} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Now LLM Service deprecation notice : Starting with the September 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. We're committed to bringing you the latest industry advancements while maintaining sovereignty-focused options, all hosted and governed by ServiceNow with the infrastructure and data protections you rely on today. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see the [KB3066214: ServiceNow Otto Model Upgrades](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3066214) article in the Now Support Knowledge Base. | [ ] ## Activation information Review information on how to activate Knowledge Center. {#dfrn3-knowledgecenter-summary__entry__32} | Release | Release notes | |-|-| | Zurich | Activation information : Knowledge Center would be available by default to all the roles of Knowledge Management. Important: Knowledge Center is available in the ServiceNow Store. For details, see the Activation information section of these release notes. | | Australia | Activation information : Knowledge Center is available by default to all roles in Knowledge Management. To use auto-update, enable the Article Optimization skill and the sn_km_center.ao_auto_update.enabled system property. This property is enabled by default. Enable AO auto publish enabled on a Knowledge Base to automatically update articles in that Knowledge Base. To use auto-merge, enable the Identify duplicate articles and Merge Articles skills, and the sn_km_gen_ai.auto_merge.enable system property. If this property is inactive, users see the existing potential duplicate article experience. Enable Enable auto merge publish on a Knowledge Base to automatically merge and publish potential duplicate articles in that Knowledge Base. Use the sn_km_gen_ai.auto_merge.confidence_threshold property to set the confidence threshold for automatic merge and publish. Use the sn_km_gen_ai.auto_merge.revert_ttl_days property to set the number of days after which an automatically merged article can no longer be reverted. Note: Knowledge Center is available in the ServiceNow Store. For details, see the Activation information section of these release notes. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Knowledge Center we have noted them here. {#dfrn3-knowledgecenter-summary__entry__38} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Knowledge Center we have noted them here. {#dfrn3-knowledgecenter-summary__entry__44} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Knowledge Center, such as specific requirements or compliance levels. {#dfrn3-knowledgecenter-summary__entry__50} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Knowledge Center we have noted them here. {#dfrn3-knowledgecenter-summary__entry__56} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Knowledge Center we have noted them here. {#dfrn3-knowledgecenter-summary__entry__62} | Release | Release notes | |-|-| | Zurich | [\[Placeholder link text to key australia-patch-5\]](https://www.servicenow.com/docs/access?context=australia-patch-5&family=zurich&ft:locale=en-US) * ServiceNow Otto® is the new AI experience brand. This change is reflected in the name of ServiceNow products. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. * Enhance productivity, reduce redundant work, and help ensure that users have access to the latest and most accurate information. * Format your content within a knowledge article using editing tools in the article editor. * Improve the quality and health of knowledge articles with article optimization, ensuring that the information is latest and relevant. See [Knowledge Center](https://www.servicenow.com/docs/access?context=knowledge-center&family=zurich&ft:locale=en-US) for more information. | | Australia | [Australia Patch 6](https://www.servicenow.com/docs/access?context=australia-patch-6&family=australia&ft:locale=en-US) * Prioritize what matters most by assigning custom weights to individual scans at both the Article and Knowledge Base level in the Health Score configuration page. * Catch outdated content with the new stale and expiring article detection in the Article Optimization scan, available at both the article and knowledge base level. * Enrich AI-generated articles with SharePoint content by connecting ServiceNow Otto to a Microsoft SharePoint site via an external content connection (XCC). SharePoint now appears as a source option in Knowledge Center, letting Otto search, aggregate, and summarize relevant content to speed up article creation. * Fix image accessibility issues automatically with confidence-based auto-fix for the AI-based Image Alt Tag scan (note: the AO auto publish flag is now called Enable automatic updating and publishing of articles from AO findings). * Undo automated changes with confidence using the new system property that lets you define how long you have to revert auto-merged or auto-updated articles (note: the auto merge publish flag is now called Enable automatic merging and publishing of duplicate articles). * Spot duplicate content at a glance with the new Duplicate Score. It's now factored into the overall Article Health Score alongside Article Optimization. View it all in a redesigned side panel showing Health Score, Optimization issues, Usage insights, and Duplicate content alerts. * Close HR knowledge gaps faster by including HR case data in gap analysis. HR-related gaps now surface in Knowledge Center alongside existing IT and CSM gaps. [Australia Patch 5](https://www.servicenow.com/docs/access?context=australia-patch-5&family=australia&ft:locale=en-US) * ServiceNow Otto® is the new AI experience brand. This change is reflected in the name of ServiceNow products. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. * Automatically update the knowledge article titles and header tags, findings generated from the Article Optimization scans based on the confidence score. * Automatically merge duplicate knowledge articles that are identified using identify duplicate articles skill. [Australia Patch 3](https://www.servicenow.com/docs/access?context=australia-patch-3&family=australia&ft:locale=en-US) * Use the Article Health Score feature to view an article's quality score and get guidance to improve quality at the article level. * Use Knowledge Health Score to understand content quality across the Knowledge Base and drill down for more detailed insights. * Improve the clarity and accessibility of your articles with the Reading Ease scan that analyzes word count, sentence structure, and syllable count through an LLM-powered prompt. * Create knowledge articles with Now Assist using files stored in Box. * Create knowledge articles from Now Assist using files stored in Box. [Australia Patch 2](https://www.servicenow.com/docs/access?context=australia-patch-2&family=australia&ft:locale=en-US) * Use Knowledge Center to manage and distribute organizational knowledge through a centralized interface. * Enhance productivity and reduce redundant work so that users have access to accurate information. * Format content within a knowledge article using editing tools in the article editor. * Improve the quality and health of knowledge articles with article optimization scans. * Merge duplicate knowledge articles with Now Assist to improve content quality, maintain source references, and keep your Knowledge Base clear and reliable. See [Knowledge Center](https://www.servicenow.com/docs/access?context=knowledge-center&family=australia&ft:locale=en-US) for more information. | [ ]