Combined Knowledge Center release notes for upgrades from Zurich to Australia

australia Combined Product Files

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australia

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australia Combined Product Files

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Combined Knowledge Center release notes for upgrades from Zurich to Australia

Release version: Australia

Updated August 11, 2026

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Summary of Combined Knowledge Center Release Notes for Upgrades from Zurich to Australia

This consolidated release notes document covers the Knowledge Center upgrades from the Zurich to Australia release families. It helps ServiceNow customers prepare for the upgrade by summarizing new features, changes, and important upgrade tasks related to Knowledge Center. The notes also clarify activation details, browser and accessibility requirements, and highlight key improvements introduced in Australia and its patches.

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New Features

Article Optimization: Use the Article Optimization tool to scan knowledge articles, receive instant feedback, and improve content quality and relevance.
Knowledge Gap Identification: Proactively identify and fill missing or incomplete knowledge articles to reduce recurring issues.
Knowledge Article Editor Enhancements: Format articles efficiently using editing tools that support text, images, and media within the Knowledge Center.
Now Assist Integration: Generate and edit knowledge articles using Now Assist, including creating articles from files stored in Box.
Automated Article Updates and Merging: Enable auto-update and auto-merge capabilities to automatically update titles, headers, and merge duplicate knowledge articles based on confidence thresholds.
Quality Scoring: Use Article Health Score and Knowledge Health Score features to assess and improve article quality at both individual and Knowledge Base levels.
Reading Ease Scan: Improve article clarity and accessibility by analyzing readability factors such as word count, sentence structure, and syllable count with AI-powered prompts.

Activation and Configuration

Knowledge Center is enabled by default for all Knowledge Management roles in both Zurich and Australia releases.
To activate auto-update, enable the Article Optimization skill and the snkmcenter.aoautoupdate.enabled system property (enabled by default).
Auto-merge requires enabling Identify duplicate articles and Merge Articles skills along with the snkmgenai.automerge.enable system property. This feature can be configured with confidence thresholds and revert time limits.
Auto-publish and auto-merge can be enabled on individual Knowledge Bases to streamline content updates and maintain the accuracy of the knowledge repository.

Changes, Removals, and Deprecations

No updates, removals, or deprecations were reported for the Knowledge Center features between Zurich and Australia releases.

Additional Information

Browser and Accessibility: No changes were introduced in browser requirements or accessibility compliance for Knowledge Center during these upgrades.
Localization: No specific localization updates were noted.
Branding: ServiceNow Otto® is introduced as the new AI experience brand name, reflected in product naming without affecting entitlements.

Practical Benefits for ServiceNow Customers

Enhance knowledge base quality by leveraging AI-driven optimization and readability analysis.
Reduce redundant work and maintain up-to-date, accurate knowledge articles through automated update and merge features.
Improve user productivity and satisfaction by ensuring access to comprehensive, clear, and reliable knowledge content.
Streamline knowledge management processes with integrated editing, scoring, and AI-assisted creation tools.

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.


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.


Release	Release notes
Zurich	Search knowledge article 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 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 Now Assist in the Knowledge Center article editor Use the editing tools in the Knowledge Center to format knowledge article content such as text, images, and media. Potential knowledge gaps 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	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.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Removed

Between your current release family and Australia, some Knowledge Center features or functionality were removed.


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.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Activation information

Review information on how to activate Knowledge Center.


Release	Release notes
Zurich	Knowledge Center would be available by default to all the roles of Knowledge Management.
Australia	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.

Additional requirements

If any additional requirements were introduced or changed for Knowledge Center we have noted them here.


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.


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.


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.


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.


Release	Release notes
Zurich	[Placeholder link text to key australia-patch-5] 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 for more information.
Australia	Australia Patch 5 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 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 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 for more information.