Knowledge Center release notes

  • Release version: Australia
  • Updated March 12, 2026
  • 4 minutes to read
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    Summary of Knowledge Center release notes

    The ServiceNow® Knowledge Center, introduced in the Australia release and enhanced through subsequent patches, provides a centralized interface to efficiently manage knowledge articles. It integrates AI-powered tools and analytics to help organizations maintain a high-quality, accurate Knowledge Base that supports various ServiceNow applications including Customer Service Management, Field Service Management, Communities, Problem and Incident Management, and Employee Service Management.

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    Key Features

    • Article and Knowledge Health Scores: Measure article-level and Knowledge Base-wide quality to identify improvement areas and track overall content health.
    • Article Optimization Tools: Utilize AI-powered Reading Ease scans and length-based criteria to ensure clarity, accessibility, and optimal search performance of articles.
    • Now Assist Integration: Create and merge knowledge articles using files stored in Box, preserving source references and consolidating duplicate content for a cleaner Knowledge Base.
    • Knowledge Article Editor: Enhanced editing capabilities with formatting tools, word count indicators, and integration with optimization feedback to help authors craft well-structured articles.
    • Knowledge Blocks: Insert secured content blocks within articles controlled by user criteria to manage content visibility effectively.
    • Knowledge Gap Identification: Proactively detect missing or incomplete articles and recurring issues to fill content gaps and reduce redundancy.
    • Dashboards and Metrics: Access home page dashboards featuring article health, knowledge health, adoption metrics, and tools for managing duplicates and optimization workflows.
    • Activation and Availability: The Knowledge Center is included by default for all Knowledge Management roles and available as a plugin (com.snc.knowledgecenter) from the ServiceNow Store.

    Practical Benefits for ServiceNow Customers

    • Centralizes knowledge management to improve consistency and accuracy across organizational content.
    • Leverages AI-powered insights to enhance article quality, readability, and searchability, driving better user engagement and knowledge adoption.
    • Integrates seamlessly with existing ServiceNow modules, enabling agents and employees to access relevant knowledge efficiently within their workflows.
    • Reduces redundant work by identifying and merging duplicate articles and filling knowledge gaps proactively.
    • Supports tailored content visibility with knowledge blocks secured by user criteria, enhancing compliance and relevance.

    Next Steps

    ServiceNow customers should activate the Knowledge Center plugin to begin leveraging its centralized management capabilities. Authors and knowledge managers can utilize the integrated tools to optimize content, monitor health scores, and streamline knowledge workflows. Additionally, integrating with Now Assist and Box enables efficient article creation and consolidation to maintain a high-quality Knowledge Base.

    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

    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.

    Note:
    Knowledge Center is available in the ServiceNow Store. For details, see the Activation information section of these release notes.

    Knowledge Center features

    The following features are new in this release.

    Australia Patch 3
    Knowledge Health score
    Track Knowledge Base level quality by using Knowledge Base health score.
    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.
    Create knowledge articles using Now Assist and Box
    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
    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
    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 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

    Australia Patch 2

    Knowledge Center Home Page
    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
    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 is available by default to all roles in Knowledge Management.

    Plugin information

    Knowledge Center plugin

    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.

    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 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.