Knowledge Management release notes

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 4 minutes to read
    • Summarize
    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 Knowledge Management Release Notes Washington DC

    The Washington DC release of the ServiceNow® Knowledge Management application introduces enhancements that facilitate self-help, troubleshooting, and task resolution through improved knowledge article sharing. This update includes new features, UI changes, and accessibility improvements aimed at optimizing user experience and content generation.

    Show full answer Show less

    Key Features

    • Now Assist in Knowledge Management: This feature uses AI to help agents draft knowledge articles efficiently based on cases, incidents, or HR cases.
    • Next Experience Dark Theme: Available on the Now Mobile app and Agent Mobile applications, this theme enhances usability and reduces eye strain.
    • Reflow Support: Key components and pages have been updated to support reflow, allowing content to be zoomed and enlarged without loss of functionality, aiding users with low vision.
    • Knowledge Management Service Portal: The advanced homepage replaces the older Knowledge Management v3 homepage, offering a more modern interface.
    • Plugin Activation: Knowledge Management features are active by default, with options to activate advanced features and improve SEO through the Sitemap Generator plugin.

    Key Outcomes

    With the Washington DC release, ServiceNow customers can expect enhanced accessibility and efficiency in managing knowledge articles. The AI-driven content generation streamlines the article creation process, while the updated UI and accessibility features improve user experience. This results in better knowledge sharing and improved service delivery across various ServiceNow applications, including CSM, Field Service Management, and Employee Service Management.

    The ServiceNow® Knowledge Management application enables you to share Knowledge articles that provide users with information for self-help, troubleshooting, and task resolution. Knowledge Management was enhanced and updated in the Washington DC release.

    Knowledge Management highlights for the Washington DC release

    • Next Experience for Dark Theme is available on Now Mobile app and Agent Mobile applications.
    • Knowledge Management components within Configurable Workspace support reflow for greater accessibility.
    • Now Assist in Knowledge Management Knowledge generation skill now available.

    See Knowledge Management for more information.

    New in the Washington DC release

    Now Assist in Knowledge Management

    You can quickly write drafts of knowledge articles based on cases, HR cases, or incidents with Now Assist. Generating article content with artificial intelligence (AI) enables agents to write efficiently as they address common user concerns. Articles can be created in CSM Configurable Workspace, Service Operations Workspace for ITSM, Agent Workspace for HR Case Management, Core UI, or in the Now Assist panel.

    UI changes

    Knowledge management Service Portal
    The Knowledge Management v3 homepage has been replaced with the advanced Knowledge Management Service Portal homepage. See the "Deprecation" section for more information.
    Dark Theme
    The Next Experience Dark Theme is available on Now Mobile app and Agent Mobile applications.

    Deprecations

    • Starting with the Washington DC release, the Knowledge Management v3 homepage (com.snc.knowledge3) is being prepared for future deprecation. It will be hidden and no longer activated on new instances but it will continue to be supported. The Knowledge Management Service Portal provides the latest experience for this functionality.
    • For more information, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

    Activation information

    Knowledge Management is a ServiceNow AI Platform feature that is active by default. The Knowledge Management Service Portal is available with its plugin (com.snc.knowledge_serviceportal) that is active by default.

    Activate the Knowledge Management Advanced plugin (com.snc.knowledge_advanced) to enable advanced features for Knowledge Management. For more information, see Activate the Knowledge Management Advanced plugin

    Additional plugins that enable various Knowledge Management features are available. For more information, see Additional plugins for Knowledge Management.

    Activate the Sitemap Generator plugin (sn_ux_seo_sitemap) to define and automatically generate XML sitemaps to improve the search engine optimization (SEO) of your public portal pages. You must also activate the Sitemap configuration record (sitemap_config_KB) and the sitemap configuration definition. For more information, see Configure Sitemap Generator record.

    Accessibility information

    Dark Theme
    Enable the Next Experience Dark Theme in the Now Mobile app and Agent Mobile applications. This option is commonly used to alleviate eye strain and improve readability.
    Support for Reflow

    The following components were updated to support reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels.

    • sn-knowledge-content
    • sn-related-content
    • sn-star-rating
    • sn-comparator
    • sn-attach-article-guidance
    • sn-nested-comments
    • sn-knowledge-detail
    • sn-knowledge-socialqa-answer
    • sn-knowledge-socialqa-detail
    • sn-knowledge-discussion-wrapper
    • sn-timeago

    In addition, the following pages were updated to support reflow:

    • Knowledge View (kb_view)
    • Knowledge Article Template Selector Modal
    • Knowledge Category Picker (kb_category_picker)
    • Translation compare
    • Request translation
    • Version compare

    This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off with a system property for instances, experiences, and pages. See Reflow for Configurable Workspace for details.

    Related ServiceNow applications and features

    CSM Configurable Workspace
    ServiceNow® Workspace is a graphical user interface that collects the tools that agents must find, research, and resolve issues on a single page. ServiceNow® CSM Configurable Workspace and ServiceNow® CSM Agent Workspace are customer service-specific implementations that provide tier 1 agents with the tools they require to respond to customers and to resolve cases. This interface enables customer service agents to read Knowledge articles attached to their cases to gain additional information that helps them more efficiently resolve cases.
    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 Access the information you need using the Now Mobile Agent application.
    Communities
    Harvest Knowledge information from posts on a community. 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 articles, 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.