---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Exploring Knowledge Graph

# Exploring Knowledge Graph {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Exploring Knowledge Graph

ServiceNow Knowledge Graph enriches the AI Platform by creating a semantic layer that connects enterprise data, entities, and their relationships to provide context and meaning.
This graph-based structure transforms raw data into actionable knowledge, enabling intelligent search, personalized AI experiences, and faster issue resolution.
It powers capabilities across ServiceNow products such as Virtual Agent (ServiceNow Otto), AI Agents, and AI Search, delivering more relevant insights and automation through semantic understanding and AI integration.
Show full answer Show less  

## Key Features

* **Natural Language Queries:** Allows conversational querying of structured ServiceNow data (e.g., "Who is my manager?" or "What assets are assigned to me?") to improve user interaction.
* **User Context:** Provides contextual information such as role, department, or location to Virtual Agent and AI Agents for personalized, relevant responses.
* **Slot-Filling:** Automatically pre-populates known information in forms or chat requests, reducing user effort and conversation steps.
* **Smarter AI Agents:** AI Agents retrieve insights directly from the Knowledge Graph, improving automation accuracy and effectiveness.
* **Integration with Workflow Data Fabric:** Enables secure, real-time data access from any source without duplication, supporting data-rich workflows across the platform.
* **Knowledge Graph Designer:** A no-code UI for administrators (kgadmins) to design, customize, and manage Knowledge Graph schemas (entities and relationships), analyze API results, and streamline schema lifecycle management.
* **Graph Query Builder:** Visual tool to create queries by selecting entities, relationships, and filters without requiring query syntax knowledge.
* **Prebuilt Integrations:** Seamless connectivity with Virtual Agent, AI Agents, and other ServiceNow applications to support personalized workflows, natural language querying, slot filling, and employee-related queries.

## Key Users and Roles

* **Knowledge Graph Admin (kgadmin):** Responsible for creating, customizing, and managing Knowledge Graph schemas using the Designer and testing schemas with queries.
* **Requesters:** End-users who benefit from personalized answers, natural language querying, and reduced effort through pre-filled slots when interacting with Virtual Agent and AI Agents.
* **Fulfillers:** Support personnel who receive personalized insights and streamlined query responses via ServiceNow Otto panel and AI Agents.

## Benefits for ServiceNow Customers

* **Enhanced User Experience:** Personalized and accurate responses minimize user effort in interacting with ServiceNow AI-driven tools.
* **Ease of Use for Admins:** Simple schema creation, customization, and management through an intuitive no-code designer interface.
* **Scalability and Flexibility:** Easily extend and tailor Knowledge Graph schemas to fit specific enterprise data models and use cases.
* **Data Efficiency and Security:** Leveraging Workflow Data Fabric avoids data duplication, ensuring efficient and secure real-time data access.
* **Accelerated AI Workflows:** Integrated Knowledge Graph supports faster, richer AI interactions, improving decision-making and automation capabilities.

## Next Steps for Customers

To maximize value from Knowledge Graph, customers should explore detailed configuration and usage guidance, including how to design custom schemas, use the Graph Query Builder, and integrate Knowledge Graph with Virtual Agent and AI Agents. ServiceNow provides comprehensive documentation on configuring Knowledge Graph and managing schemas to help streamline adoption and enhance AI-driven workflows.  
Knowledge Graph provides a connected representation of data that maps entities and their relationships, adding context and meaning to information to enable intelligent search, insights, and AI-driven
experiences.

## Knowledge Graph overview {#exploring-knowledge-graph__cf-exploring-parent-overview}

ServiceNow Knowledge Graph application enhances the ServiceNow AI Platform® by creating a semantic layer that connects data, relationships, and context across the enterprise. It structures information as a graph of entities and connections, bringing context and meaning to
the available raw data. By leveraging AI, it powers personalized and intelligent experiences across the ServiceNow® platform including ServiceNow Otto for Virtual Agent, AI Agents, and AI Search to deliver more relevant insights and automation.

By linking data and embedding semantic meaning, ServiceNow
Knowledge Graph transforms raw data into actionable knowledge, fueling faster resolutions, richer insights, and more personalized AI-powered experiences.  
ServiceNow Knowledge Graph application:

1. Natural language queries: Enables user to query structured ServiceNow data conversationally---for example, "Who is my manager?", "What's the status of my incident?", or "What assets are assigned to me." For more examples, see [Natural language queries use cases and examples](https://www.servicenow.com/docs/KD4pCkWo6TZppsgRO5BunA "View example use cases of some natural language queries used in Knowledge Graph and Enterprise Graph.").
2. User context: Provide Now Assist in Virtual Agent and AI Agents with contextual information such as role, department, or location to deliver personalized and relevant responses.
3. Slot-filling: Simplify user interactions by automatically populating known information in forms or chat requests, reducing effort and friction.
4. Smarter AI Agents: Empower agents to retrieve insights, facts, and relationships directly from the knowledge graph to automate actions and improve accuracy.
5. Integration with Workflow Data Fabric: Use an integrated data layer that gives real-time, secure, and unified access to data from any source without duplicating it, enabling faster, data-rich workflows across the platform.
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## Knowledge Graph components {#exploring-knowledge-graph__section_o1b_fj2_xgc}

ServiceNow
Knowledge Graph is a graphical representation of real-world entities (tables) and their relationships, stored in a database. Each graphical representation is called as a Knowledge Graph Schema that consist of relevant entities called nodes. The relationship between each entity is called an edge.

To create, edit and manage Knowledge Graph schema for your specific use cases, ServiceNow
Knowledge Graph has introduced, Knowledge Graph designer.

Users can use these schema to customize and extend Knowledge Graph integrations with Now Assist
Virtual Agent and AI agents, and Now Assist panel. ServiceNow also provides some Prebuilt integrations, that connects Knowledge Graph with Now Assist
Virtual Agent and AI agents, and other ServiceNow applications, enabling seamless AI-powered workflows and personalized experiences.

## Knowledge Graph Designer {#exploring-knowledge-graph__section_nbp_nxd_p2c}

Knowledge Graph Designer is a dedicated, no-code UI where Knowledge Graph administrators (kg_admins) can effortlessly:

* Design and manage Knowledge Graph schema, and configure the related nodes (tables), properties (columns), and their relationships.
* Analyze results of the Knowledge Graph APIs integrated in downstream products by auditing the schema using natural language queries and achieved responses.

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The Knowledge Graph Designer streamlines the entire process, from schema creation and data ingestion to performance monitoring and results analysis. The new approach confirms a scalable, flexible, and intuitive way for Knowledge modeling.

## Graph query Builder {#exploring-knowledge-graph__section_dnd_1d2_bkc}

Use the Graph query Builder to run queries visually by selecting an entity, adding relationships and filters,without any query syntax.

For more details, see [Graph Query Builder](https://www.servicenow.com/docs/BrXrtyeDGIct1N6SYhW8og "Graph Query Builder provides a visual interface for building and running Knowledge Graph queries without writing code. You can also use natural language to generate queries.")

## Prebuilt Integrations {#exploring-knowledge-graph__section_tvw_wxd_p2c}

By unifying Knowledge across platforms and integrating with ServiceNow Otto, AI Search, AI agents, and skill kit, the prebuilt integrations of Knowledge Graph helps the customer drive productivity, enhance decision-making, and unlock the full potential of enterprise data, while maintaining robust data governance and permission controls.

In this release, the available prebuilt integrations are:

1. Integration with ServiceNow® Otto for Virtual Agent, ServiceNow Otto panel and AI agents for User Context: Helps users with personalized responses.
2. Integration with ServiceNow® Otto for Virtual Agent and ServiceNow Otto panel for Slot filling: Helps pre-fill the slots for Virtual Agent topics using the Natural Language Querying feature of Knowledge Graph.
3. Integration with ServiceNow® Otto for Virtual Agent and ServiceNow Otto panel for Employee schema: Helps requesters and fulfillers with personalized responses on people queries and Natural Language queries. Also supports people citation card. By default the user NLQ graph is connected which is used for people queries but you also have sample graph schema for other employee queries. To see more sample graphs for employee queries refer, [KB article](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2069778).
4. Integration with AI agents as a tool: Used to retrieve results in Natural Language and perform follow up tasks that are assigned to the AI agents.
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## Knowledge Graph users {#exploring-knowledge-graph__cf-exploring-parent-users}

{#exploring-knowledge-graph__table_mkn_tz2_xcc__entry__3}

| User role | KG Functionality | Description |
|-|-|-|
| Knowledge Graph Admin (kg_admin) | Knowledge Graph Designer | The Knowledge Graph Admin can create and manage Knowledge Graph schemas. |
| Requester | Prebuilt integration with Virtual Agent and Agentic AI | Helps requesters with personalized answers, natural language queries, and fewer conversation turns with pre-filled slots for LLM topics and skills. |
| Fulfiller | Prebuilt integration with ServiceNow Otto panel and Agentic AI | Helps fulfillers with personalized answers, natural language queries, and fewer conversation turns with pre-filled slots for LLM topics and skills. |
[Table 1. Knowledge Graph users]

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## Knowledge Graph benefits {#exploring-knowledge-graph__cf-exploring-parent-benefits}

{#exploring-knowledge-graph__table_pkn_tz2_xcc__entry__3}

| Benefit | Feature | Users |
|-|-|-|
| Enhance user experience (with prebuilt integration for downstream products like Virtual Agent and Agentic AI) | Provides accurate data with minimal user effort. | Requester |
| Simple and easy to use | Creates a complex data model called Knowledge Graph schema with numerous entities and their relation within a few steps. | kg_admin |
| Easy to manage | Editing Knowledge Graph schemas to add new nodes or edges is simple. | kg_admin |
| Customizable Knowledge Graph schema | Provides an option to copy the ServiceNow Knowledge Graph schemas for customization. | kg_admin |
| Test a Knowledge Graph schema | Provides an option to test a Knowledge Graph schema by running a query. | kg_admin |
| Use Workflow Data Fabric to retrieve information without saving or copying them from the source entity. This ensures efficiency and security. | Leverage Workflow Data Fabric tables in Knowledge Graph to retrieve data. | Requester |
| Create a Knowledge Graph schema with Workflow Data Fabric tables. | To create and manage Workflow Data Fabric tables, see [Managing data fabric tables](https://www.servicenow.com/docs/access?context=managing-data-fabric-tables-zcc&version=australia&pubname=australia-integrate-applications&ft:locale=en-US) | kg_admin |
[Table 2. Knowledge Graph benefits]

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## What to explore next {#exploring-knowledge-graph__cf-exploring-parent-links}

To learn more about configuring and using Knowledge Graph, see:

* [Configuring Knowledge Graph](https://www.servicenow.com/docs/kELO73idFSkp0Krhdxexmw "Plan and configure Knowledge Graph implementation.")
* [Using Knowledge Graph Designer](https://www.servicenow.com/docs/NxW6ELQX2VlF8wKOLcSqpQ "Use Knowledge Graph Designer to create customized Knowledge Graph schema that consist of nodes and edges.")
* [Reference for Knowledge Graph](https://www.servicenow.com/docs/zRBqXwzy_OmNiC2MGncywQ "Knowledge Graph uses the following terminologies.")
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