Knowledge Center release notes
The ServiceNow® Knowledge Center helps you manage your knowledge articles from a single interface. It consists of dashboards that provide metrics of articles and facilitate swift actions. Knowledge Center is introduced in the Australia release.
Knowledge Center highlights for the Australia release
- Use Knowledge Center to manage and distribute organizational knowledge through a centralized and organized interface.
- Enhance productivity, reduce redundant work, and help confirm 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 scans, confirming that the information is latest and relevant.
- Merge duplicate knowledge articles with Now Assist to improve content quality, maintain the source references, and keep your knowledge base clear, reliable, and easy to manage.
See Knowledge Center for more information.
Important :
Knowledge Center is available in the ServiceNow Store. For details, see the Activation information section of these release notes.
Knowledge Center features
- 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.
- 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.
- Merge duplicate articles
- 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
- 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
- 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 do not appear in search results. Articles exceeding 10,000 words are flagged for AI search indexation, and do not appear in AI‑powered search results.
UI changes
- Knowledge Center Home Page
- 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.
- Knowledge Center article editor
- The article editor displays a word count indicator, visible next to the editor size controls. The indicator enables authors to see the total number of words in an article as they write, helping them stay within recommended limits.
Activation information
Knowledge Center would be available by default to all the roles of Knowledge Management.
Plugin information
- Knowledge Center plugin
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The following plugin is new in Australia:
Knowledge Center (com.snc.knowledge_center): Knowledge Center helps you manage your knowledge articles from a single interface that is equipped with dashboards, insights, and AI powered features.
Related ServiceNow applications and features
- CSM Configurable Workspace
- The 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 ServiceNow 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 an article, 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.
- CSM Configurable Workspace
- The 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.