Combined Knowledge Management release notes for upgrades from Vancouver to Xanadu

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Knowledge Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Vancouver to Xanadu.

Tip:

If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

Important information for upgrading Knowledge Management to Xanadu

Before you upgrade to Xanadu, review these pre- and post-upgrade tasks and complete the tasks as needed.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

New features

Between your current release family and Xanadu, new features were introduced for Knowledge Management.


Release	Release notes
Vancouver	Search engine optimization (SEO) recommendations for Knowledge articles Improve the search engine optimization (SEO) and accessibility of your Knowledge articles by reviewing personalized recommendations and using them to update your articles from the Article Details page. Quick start tests for Knowledge Management After upgrades and deployments of new applications or integrations, run quick start tests to verify that Knowledge Management works as expected. If you customized Knowledge Management, copy the quick start tests and configure them for your customizations.
Washington DC	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.
Xanadu	New report on Knowledge Management dashboard Make timely decisions on articles expiring in the next 90 days through a report on the Knowledge Management dashboard and determine whether to retire or republish them. Now Assist in Knowledge article generation from multiple cases Quickly draft knowledge articles from your workspace or classic environment based on similar cases with Now Assist. Knowledge articles can be generated by selecting a list of similar cases or case numbers or even by searching keywords specific to a case. Generate article with multi-language Generate articles for an incident, case, or other supported task type in a language other than English by setting up language options for knowledge article generation in Now Assist. Edit article with context menu Rewrite selected parts of a Knowledge article based on context by deploying the Now Assist context menu.

Changes

Between your current release family and Xanadu, some changes were made to existing Knowledge Management features.


Release	Release notes
Vancouver	SEO and Accessibility Enhancements for Knowledge Articles The base system HTML tags used within Knowledge articles as displayed on portal pages have been standardized for greater SEO and accessibility for screen readers.
Washington DC	No updates for this release.
Xanadu	Enable AI Search on the Knowledge Management Service Portal Displays AI-powered search results for a selected article through AI Search. Default advanced plugin installation Article versioning, article subscriptions, article templates, and an article quality index are available through the Knowledge Management advanced plugin, which is installed by default for new customers. If you are an existing customer, you have the option to activate it.

Removed

Between your current release family and Xanadu, some Knowledge Management features or functionality were removed.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Deprecations

Between your current release family and Xanadu, some Knowledge Management features or functionality were deprecated.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	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.
Xanadu	No updates for this release.

Activation information

Review information on how to activate Knowledge Management.


Release	Release notes
Vancouver	Knowledge Management is a ServiceNow AI Platform feature that is active by default. Also, the Knowledge Management Service Portal is available with the Knowledge Management Service Portal 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. Activate additional plugins that enable various Knowledge Management features. For more information, see Additional plugins for Knowledge Management. Activate the Sitemap Generator plugin (sn_ux_seo_sitemap). You must also activate the Sitemap configuration record (sitemap_config_KB) and the sitemap config definition. For more information, see Configure Sitemap Generator record.
Washington DC	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.
Xanadu	Knowledge Management is a ServiceNow AI Platform feature that is active by default.

Additional requirements

If any additional requirements were introduced or changed for Knowledge Management we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Knowledge Management we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Accessibility information

Review details on accessibility information for Knowledge Management, such as specific requirements or compliance levels.


Release	Release notes
Vancouver	Forced colors The following Next Experience Components were updated to support the use of Forced Colors, a mechanism that is most commonly activated through an operating system setting for Forced Colors/High Contrast Themes. This enhancement enables users to customize the colors of their user interface and web content to meet their individual visual needs. For example, users with low vision might enable Forced Colors to help them successfully view the user interface. sn-comparator sn-knowledge-detail sn-knowledge-socialqa-detail sn-kb-flag-modal sn-knowledge-content Support for truncation The following Next Experience Components were updated to show the truncated text for non-interactive elements when the “Enable keyboard focus on truncated text” accessibility user preference is turned on. This enhancement supports sighted users who rely solely on a keyboard to use the ServiceNow platform. For more information, see Configure Next Experience accessibility preferences. sn-comparator sn-knowledge-detail sn-knowledge-socialqa-detail
Washington DC	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.
Xanadu	No updates for this release.

Localization information

If there are specific localization considerations for Knowledge Management we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Highlight information

If there are specific highlight considerations for Knowledge Management we have noted them here.


Release	Release notes
Vancouver	View and act on suggestions when editing or publishing a Knowledge article to improve its search engine optimization (SEO) and accessibility. See Knowledge Management for more information.
Washington DC	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.
Xanadu	Improve article formatting thanks to the knowledge article editor using the upgraded version of TinyMCE, which provides multiple enhancements such as Power Paste, Anchor, and Insert Accordion. Enhance the creation and management of knowledge base through features in the Knowledge Management advanced plugin such as article versioning, article subscriptions, article templates, and an article quality index. Get optimized, personalized, and relevant search results by using AI Search for Knowledge Base articles on the Knowledge Management Service Portal homepage. Address concerns from related cases in a single article by using Now Assist in Knowledge Management to generate a knowledge base article from a selection of similar cases. Select content in a knowledge article and shorten or elaborate it using the generative AI capabilities of Now Assist. See Knowledge Management for more information.