Knowledge Management release notes

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read

    • 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 Yokohama release.

    Knowledge Management highlights for the Yokohama release

    Yokohama Patch 6
    • Use Google Gemini and Anthropic Claude on AWS as AI model providers for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI.
    • Customize prompts for AI model providers to generate Knowledge articles with Now Assist.
    • Identify and resolve accessibility-related issues during Knowledge article generation through a new accessibility checker button in the TinyMCE toolbar.
    • 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.

    See Knowledge Management for more information.

    New in the Yokohama release

    Configure skills with custom prompts for knowledge article templates
    As an admin, you can clone the KB generation skill, and update prompts for AI model providers. This helps the agent to use custom templates and custom prompts to generate Knowledge articles with Now Assist from single and multiple knowledge bases.

    UI changes

    Editing functions for knowledge articles in the HTML editor
    Identify and resolve accessibility related issues during Knowledge article generation through a new accessibility checker button in the TinyMCE toolbar.

    Activation information

    Knowledge Management is a ServiceNow AI Platform feature that is active by default.

    Accessibility information

    Accessibility checker in the TinyMCE toolbar enables you to identify and resolve accessibility related issues when creating a Knowledge article. See Accessibility checker in the toolbar for more information.

    Related ServiceNow applications and features

    CSM Configurable Workspace
    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 Mobile 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 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.