--- sourceDocument: Australia Release Notes sourceDocumentLink: https://www.servicenow.com/docs/r/release-notes Release : - australia ft:locale : - en-US ft:publication_title : - Australia Release Notes ft:clusterId : - rn bundleId : - rn --- # Knowledge Center release notes # Knowledge Center release notes {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read The ServiceNow® Knowledge Center helps you manage knowledge articles from a single interface. Knowledge Center is available starting with the Australia release. ## Knowledge Center highlights for the Australia release {#knowledge-center-rn__knowledge-center-rn-highlights} [Australia Patch 5](https://www.servicenow.com/docs/86~p_JZvUlBB3FD_j8roSw "The Australia Patch 5 release contains important problem fixes.") * 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. {#knowledge-center-rn__ul_auto_update_merge_highlights} [Australia Patch 3](https://www.servicenow.com/docs/DV1TPpiWEUyO6zY~iwNq1A "The Australia Patch 3 release contains important problem fixes.") * 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. {#knowledge-center-rn__ul_ljx_bdb_gjc} [Australia Patch 2](https://www.servicenow.com/docs/SG~RVvxPNqIQWrm6Bfkd9A "The Australia Patch 2 release contains important problem fixes.") * 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. {#knowledge-center-rn__ul_iw4_kmm_kjc} See [Knowledge Center](https://www.servicenow.com/docs/access?context=knowledge-center&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) for more information.{#knowledge-center-rn__knowledge-center-rn-highlights-3} Note: Knowledge Center is available in the ServiceNow Store. For details, see the Activation information section of these release notes. ## Knowledge Center features {#knowledge-center-rn__knowledge-center-rn-new-features} The following features are new in this release.{#knowledge-center-rn__knowledge-center-rn-new-features-1} **[Australia Patch 5](https://www.servicenow.com/docs/86~p_JZvUlBB3FD_j8roSw "The Australia Patch 5 release contains important problem fixes.")** [Auto-fix article optimization issues](https://www.servicenow.com/docs/access?context=auto-update-articles&version=australia&pubname=australia-servicenow-platform&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&version=australia&pubname=australia-servicenow-platform&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. **[Australia Patch 3](https://www.servicenow.com/docs/DV1TPpiWEUyO6zY~iwNq1A "The Australia Patch 3 release contains important problem fixes.")** [Knowledge Health score](https://www.servicenow.com/docs/access?context=knowledge-health-score&version=australia&pubname=australia-servicenow-platform&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&version=australia&pubname=australia-servicenow-platform&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&version=australia&pubname=australia-servicenow-platform&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&version=australia&pubname=australia-servicenow-platform&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. **[Australia Patch 2](https://www.servicenow.com/docs/SG~RVvxPNqIQWrm6Bfkd9A "The Australia Patch 2 release contains important problem fixes.")** [Search knowledge article](https://www.servicenow.com/docs/access?context=search-knowledge-article&version=australia&pubname=australia-servicenow-platform&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&version=australia&pubname=australia-servicenow-platform&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. [Knowledge Center article editor](https://www.servicenow.com/docs/access?context=kc-article-editor&version=australia&pubname=australia-servicenow-platform&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&version=australia&pubname=australia-servicenow-platform&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&version=australia&pubname=australia-servicenow-platform&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&version=australia&pubname=australia-servicenow-platform&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&version=australia&pubname=australia-servicenow-platform&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. ## UI changes {#knowledge-center-rn__knowledge-center-rn-ui-changes} [Australia Patch 5](https://www.servicenow.com/docs/86~p_JZvUlBB3FD_j8roSw "The Australia Patch 5 release contains important problem fixes.") [Auto-fix article optimization issues](https://www.servicenow.com/docs/access?context=auto-update-articles&version=australia&pubname=australia-servicenow-platform&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&version=australia&pubname=australia-servicenow-platform&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. [Australia Patch 2](https://www.servicenow.com/docs/SG~RVvxPNqIQWrm6Bfkd9A "The Australia Patch 2 release contains important problem fixes.") [Knowledge Center Home Page](https://www.servicenow.com/docs/access?context=kc-home-page&version=australia&pubname=australia-servicenow-platform&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. [Knowledge Center article editor](https://www.servicenow.com/docs/access?context=kc-article-editor&version=australia&pubname=australia-servicenow-platform&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. ## Activation information {#knowledge-center-rn__knowledge-center-rn-activation} Knowledge Center is available by default to all roles in Knowledge Management.{#knowledge-center-rn__knowledge-center-rn-activation-1} 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.{#knowledge-center-rn__knowledge-center-rn-activation-2} 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.{#knowledge-center-rn__knowledge-center-rn-activation-3} ## Plugin information {#knowledge-center-rn__knowledge-center-rn-plugin-info} Knowledge Center plugin{#knowledge-center-rn__knowledge-center-rn-dlentry-1} : The following plugin is new in Australia: Knowledge Center (com.snc.knowledge_center): Knowledge Center helps you manage knowledge articles from a single interface equipped with dashboards, insights, and AI-powered features.{#knowledge-center-rn__knowledge-center-rn-new-plugin} ## Related ServiceNow applications and features {#knowledge-center-rn__section_hzc_khd_h3c} [CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=fsm-application-landing-page&version=australia&pubname=australia-field-service-management&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=access-information-you-need-mobile&version=australia&pubname=australia-field-service-management&ft:locale=en-US). [Communities](https://www.servicenow.com/docs/access?context=create-knowledge-from-communities&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) : Harvest Knowledge information from posts on a Community site. Create structured Knowledge articles from unstructured discussions around a question. [Problem Management](https://www.servicenow.com/docs/access?context=c_CreateKnowledge&version=australia&pubname=australia-it-service-management&ft:locale=en-US) : Create structured Knowledge articles from information generated from a problem form that could be useful to solve similar issues. [Incident Management](https://www.servicenow.com/docs/access?context=create-a-knowledge-article&version=australia&pubname=australia-it-service-management&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=employee-service-management-overview&version=australia&pubname=australia-employee-service-management&ft:locale=en-US) : Use Knowledge blocks with HR Knowledge Management to simplify 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](https://www.servicenow.com/docs/access?context=demand-insights-hrcases-dashboard&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).