Knowledge Graph release notes
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 Graph release notes Yokohama
The ServiceNow® Knowledge Graph, introduced as part of the Yokohama release, enables customers to create and manage custom knowledge graph schemas that enhance the Virtual Agent and Now Assist integrations. This feature transforms large datasets into semantic representations, allowing large language models (LLMs) to deliver contextually relevant, personalized responses. Knowledge Graph is automatically enabled with the Generative AI for BU and requires an instance upgrade to XP7.
Show less
Key Features
- Knowledge Graph Schema Management: Admins can create, edit, duplicate, and delete schemas composed of nodes, properties, and edges through an intuitive designer interface.
- Prebuilt Integrations:
- Integration with Now Assist Virtual Agent supports personalized responses on people queries, natural language queries, slot filling, and people citation cards.
- Integration with AI agents for user context personalization and task execution.
- Support for Multiple LLM Providers: Customers can select preferred large language models including Now LLM Service, Azure OpenAI GPT-4.1 variants, Google Gemini 2.0 and 2.5, and AWS Anthropic Claude 3.7.
- Advanced Querying: Supports aggregate queries, CMDB queries, and hierarchical nodes from parent and grandparent levels within the Knowledge Graph.
- Testing and NLQ Schema: Users can test queries against Knowledge Graph schemas using various LLM options and leverage a new prebuilt natural language query (NLQ) graph schema along with user profile schema.
- Security and Access Control: Role-based ACL configuration controls who can discover and trigger AI agents and workflows, including options to define AI agents’ behavior and availability.
Important Updates in Yokohama Patch 11
- Now Assist usage measurement changed from a 365-day look-back to a 365-day burn-down model, resetting at contract anniversaries.
- Certain Now Assist skills and agents are enabled by default for new customers or previously unconfigured skills in upgrades.
- Enhanced ACL configurations for AI agents and agentic workflows to manage user access and behavior.
Practical Benefits for ServiceNow Customers
- Accelerate and improve Virtual Agent interactions with personalized, context-aware AI responses powered by Knowledge Graph schemas.
- Leverage multiple LLM providers to tailor AI capabilities according to organizational preferences and compliance needs.
- Securely integrate data from various systems without data movement, enhancing efficiency and governance.
- Easily manage and customize Knowledge Graph schemas to reflect unique organizational data relationships and workflows.
- Benefit from out-of-the-box integrations that reduce setup time and improve AI agent effectiveness in delivering personalized assistance.
The ServiceNow® Knowledge Graph enables you to create and manage knowledge graph schema for the out of the box (OOTB) integrations for Virtual Agent. Knowledge Graph is a new Now Assist platform capability in the Yokohama release.
Knowledge Graph highlights for the Yokohama release
Yokohama Patch 11
- Review changes to Now Assist usage measurement.
- Some Now Assist skills, agents, and agentic workflows are on by default.
- Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications.
- Knowledge Graph now supports aggregate queries.
- Improved accuracy for Now LLM Service.
Yokohama Patch 8
- Admins can create Knowledge Graph schema with Workflow Data Fabric tables that enables users to retrieve data from different systems without moving them. This ensures efficiency and security when working with external tables.
Yokohama Patch 6
- Use Google Gemini and Anthropic Claude on AWS as AI model providers for Knowledge Graph in addition to Now LLM Service and Azure OpenAI
- Select your preferred large language model (LLM) provider for Now Assist platform. Apart from Now LLM Service, the platform supports Azure OpenAI GPT-4.1 and GPT-4.1 mini, Google Gemini 2.0 Flash and 2.5 Pro, and AWS Anthropic Claude 3.7 Sonnet LLM providers with ServiceNow® third-party model strategy.
- Supports nodes from parent and grandparent nodes from the hierarchy.
- Supports CMDB queries in Now Assist panel.
Yokohama Patch 3
- Seamlessly integrated with Now Assist in Virtual Agent, AI Agents and AI Search enabling personalized search results and context driven skills execution.
- Seamless Integration with Now Assist in Virtual Agent for Natural Language Query.
- Use Knowledge Graph as a tool to complete custom tasks for AI Agents.
Yokohama Patch 1
- Knowledge Graph helps you in transforming large amount of data into a semantic representation, fostering more connected and customized user experiences.
- Knowledge Graph boosts Virtual Agent by enabling large language models (LLMs) to provide contextually relevant responses tailored to each user.
- Knowledge Graph creates a complex data model called Knowledge Graph schema with numerous entities and their relation within a few steps.
- Knowledge Graph admins can use Knowledge Graph to create and manage the Knowledge Graph schemas. These Knowledge Graph schemas are the customized Knowledge Graph that consist of nodes, node properties, and edges.
See for more information.
Important:
Knowledge Graph is enabled automatically in your BU Generative AI Application. For details, see the "Activation information" section of these release notes.
Knowledge Graph features
- Enter a query and test the Knowledge Graph schema using different LLM options. You can also add previous conversations before you run the query.
- Knowledge Graph now has a new NLQ graph schema available prebuilt along with user profile schema. See KB article for schema attributes.
- Knowledge Graph provides the following new prebuilt integrations:
- Integration with Now Assist Virtual Agent: Helps requesters with personalized responses on people queries and Natural Language queries. Also supports people citation card.
- Knowledge Graph provides the following prebuilt integrations:
- Integration with Now Assist AI agents for User Context: Helps users with personalized responses.
- Integration with AI agents as a tool: Used to perform specific tasks that are assigned to the AI agents.
- Knowledge Graph helps requesters with personalized responses using its Integration with Now Assist
Virtual Agent for User Context.
Use Knowledge Graph integration with Now Assist Virtual Agent for Slot filling to helps pre-fill the slots for Virtual Agent topics using Natural Language Querying feature of Knowledge Graph.
- Use the Knowledge Graph integrations with Now Assist Virtual Agent to utilize Knowledge Graph APIs built with LLM models, for personalized responses and slot-filling fields to execute LLM topics and skills in Virtual Agent.
- Use Knowledge Graph designer to manage Knowledge Graph schemas, their nodes, node properties and edges. You can also use the interface to create, edit, duplicate, or delete a Knowledge Graph schema.
Changed in this release
- Yokohama Patch 11
- Changes to Now Assist usage measurement
- Starting with Yokohama Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: Now Assist Usage - Overview & New Measurement Logic.
- Some Now Assist skills are turned on by default
- The new default behavior works as follows:
- New customers: When you install a Now Assist product, designated skills are turned on automatically.
- Existing customers who are upgrading (starting with Yokohama Patch 11): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.
- Configure ACLs for AI agents and agentic workflows
- Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available.
Activation information
Knowledge Graph is a ServiceNow AI Platform feature that is active by default if you have downloaded the Generative AI for BU.
Additional requirements
Ensure that your instance is upgraded to XP7.