Additional plugins for Knowledge Management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Additional plugins for Knowledge Management

    After activating Knowledge Management in ServiceNow, administrators can enable additional plugins to extend and enhance knowledge-related capabilities. These plugins offer advanced features such as version control, machine learning-driven insights, external content integration, multilingual support, and authoring enhancements. Activation requires the admin role and may depend on the current release version in use.

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    Key Plugins and Their Practical Use

    • Knowledge Management Core (com.glideapp.knowledge): Core foundation plugin installed by default, enabling other knowledge plugins to function.
    • Knowledge Management Advanced Installer (com.snc.knowledgeadvanced.installer): Prepares the system for the Advanced plugin by validating articles and bases to ensure compatibility.
    • Knowledge Management Advanced (com.snc.knowledgeadvanced): Adds features like version control and subscriptions; requires all knowledge bases to be version V3.
    • Predictive Intelligence for Knowledge Management (com.snc.knowledgeml): Introduces AI capabilities such as similar article suggestions and demand insights; may require additional licensing.
    • Performance Analytics - Content Pack - Knowledge Management (com.snc.pa.knowledgev2): Enables Performance Analytics reporting for knowledge management, potentially requiring a Performance Analytics license.
    • Knowledge Management V3 (com.snc.knowledge3): Supports Knowledge Management V3, recommended when upgrading from versions prior to Eureka.
    • Knowledge Management Internationalization Plugin v2 (com.glideapp.knowledge.i18n2): Facilitates multilingual article translations and management.
    • Knowledge Document (com.snc.knowledgedocument): Integrates knowledge functionalities with Managed Documents, allowing creation and updating of articles from documents.
    • Knowledge Management - External Content Integration (com.snc.knowledge.externalintegration): Enables indexing and searching external content by copying it into ServiceNow as knowledge articles; requires appropriate reuse permissions.
    • Knowledge Management Wiki Support (com.glideapp.knowledge2.wiki): Allows saving articles in wiki-format fields instead of HTML.
    • Knowledge Management KCS Capabilities (com.snc.knowledgekcscapabilities): Supports KCS roles and metadata for article governance and confidence states.
    • Knowledge Management - Add-in for Microsoft Word (com.snc.knowledge.msword): Provides authoring and publishing capabilities directly from Microsoft Word via an add-in.
    • Knowledge Blocks (com.snc.knowledgeblocks): Enables creation of reusable content blocks to include selectively within knowledge articles, controlling visibility by user.
    • Knowledge Overview (com.snknowledgeoverview): Enables generation of reports summarizing knowledge base and article data for management insights.

    Important Considerations

    • Activation of some plugins may require additional licenses, especially Predictive Intelligence and Performance Analytics content packs.
    • The Knowledge Management V3 homepage plugin (com.snc.knowledge3) is being deprecated; newer releases use the Knowledge Management Service Portal by default.
    • Validation steps are critical when installing advanced plugins to ensure system compatibility and avoid activation errors.
    • Proper roles and permissions are required to activate and configure external content integration and to manage multilingual content.

    After Knowledge Management is activated, you can activate additional plugins that provide access to various additional Knowledge Management features.

    You must have the admin role to activate these additional plugins. For details, see Activate a plugin.

    Note:

    Starting with the Washington DC release, the Knowledge Management v3 homepage (com.snc.knowledge3) is being prepared for deprecation in the future Y release. It is replaced by the Knowledge Management Service Portal (com.snc.knowledge_serviceportal), which is active by default for customers on Madrid and later releases. For more information about the new experience, see Knowledge Management Service Portal homepage features.

    Plugin Description
    Knowledge Management Core (com.glideapp.knowledge) Installs the core Knowledge Management items used to allow other Knowledge-related plugins to work, such as Knowledge V3, Knowledge Advanced, and Knowledge Service Portal. This plugin is activated by default.
    Knowledge Management Advanced Installer (com.snc.knowledge_advanced.installer) Installs the Knowledge Management Advanced plugin. Activating/upgrading to this plugin validates the knowledge articles and knowledge bases to make sure that the Knowledge Advanced plugin can be successfully installed. If validation fails, check the Plugin Activation logs and follow instructions given to fix any errors. Once you fix all the issues, re-run this plugin.
    Knowledge Management Advanced (com.snc.knowledge_advanced) Adds advanced features to Knowledge Management such as version control and subscriptions. This plugin requires that all knowledge bases are version Knowledge V3. Use the Knowledge Management Advanced Installer plugin to activate this plugin.
    Predictive Intelligence for Knowledge Management (com.snc.knowledge_ml) Provides various Knowledge Management capabilities driven by machine-learning solutions. For example, capabilities such as similar articles and knowledge demand insights. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.
    Note:
    When you install and activate the Predictive Intelligence for Knowledge Management plugin (com.snc.knowledge_ml), the Predictive Intelligence for Contextual Search plugin (com.snc.contextual_search_ml) is also activated.
    Performance Analytics - Content Pack - Knowledge Management (com.snc.pa.knowledge_v2) Enables the Performance Analytics content pack for the Analytics and Reporting Knowledge Management Solution. Activation of this plugin on production instances might require a separate Performance Analytics license. Contact ServiceNow for details.
    Knowledge Management V3 (com.snc.knowledge3) Enables support for Knowledge Management V3. Activate this plugin when you upgrade from Eureka or earlier versions.
    I18N: Knowledge Management Internationalization Plugin v2 (com.glideapp.knowledge.i18n2) Helps create and maintain translations of an article in various languages in a way that is easy to manage translations while authoring as well as viewing articles. Activating internationalization plugins for any of the available languages automatically activates this plugin.
    Knowledge Document (com.snc.knowledge_document) Adds knowledge-based functionalities to the Managed Documents plugin. You can create a knowledge article from a document or update a knowledge document to a newer revision.
    Knowledge Management - External Content Integration (com.snc.knowledge.external_integration) Adds external content search capabilities to the Knowledge Management application. Once configured, this feature creates a copy of the external content on ServiceNow as knowledge articles, and then indexes the articles through Zing Search. You must have appropriate reuse and copy privileges before you configure an external source to be searchable using this feature.
    Knowledge Management Wiki Support (com.glideapp.knowledge2.wiki) Enables support to save Knowledge articles in wiki type field instead of html type field.
    Knowledge Management KCS Capabilities (com.snc.knowledge_kcs_capabilities) Enables the use of KCS roles (kcs_contributor, kcs_publisher, and kcs_candidate) and use the metadata fields for the KCS article state (governance and confidence).
    Knowledge Management - Add-in for Microsoft Word (com.snc.knowledge.ms_word) Enables authoring content in Microsoft Word and publishing it as a knowledge article using a Word add-in.
    Knowledge Blocks (com.snc.knowledge_blocks) Enables you to create re-usable content blocks that can be included in existing knowledge articles. This feature is capable to display only pieces of an article to specific users.
    Knowledge Overview (com.sn_knowledge_overview) Enables you to generate reports to provide an overview of knowledge base and article data.