Exploring Knowledge Management

  • Release version: Yokohama
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Exploring Knowledge Management

    Knowledge Management in ServiceNow Yokohama supports creating, categorizing, reviewing, approving, and retiring knowledge articles. It enables users to search, browse, and provide feedback on articles. The system supports multiple knowledge bases managed by individual managers, with distinct workflows and access controls for publishing, retiring, reading, and contributing to content.

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    Knowledge Management Workflow

    • Knowledge users request new or updated articles.
    • Knowledge contributors create or update articles and submit them for review.
    • Knowledge managers review articles, publishing or returning them for revision.
    • Users read and share published articles.
    • Knowledge managers continuously assess article relevancy and manage article retirement through review and approval.

    Key Features and Benefits

    • Consistent Article Structure: Use templates to standardize knowledge articles, aiding knowledge users.
    • Multiple Knowledge Bases: Create and manage separate knowledge bases for different organizational groups, controlled by knowledge administrators and managers.
    • Category Structure: Managers can build multi-level category hierarchies within knowledge bases for better organization.
    • Access Permissions: Define user-specific permissions per knowledge base using user criteria and scoped knowledge bases.
    • External Content Integration: Administrators can integrate and index external knowledge sources for extended search capabilities.
    • Generative AI Assistance: Contributors can leverage generative AI (Now Assist) to create articles efficiently.
    • Word Document Support: Contributors can import and author knowledge articles using Microsoft Word integration.
    • Subscriptions and Feedback: Users can subscribe to articles for updates and provide feedback and ratings to improve content quality.
    • Content Quality Monitoring: Administrators and domain experts maintain content quality using the Article Quality Index (AQI), enabling continuous improvement.
    • Knowledge Gap Identification: Managers and experts use Knowledge Demand Insights to detect and address gaps in the knowledge base.
    • Usage Analytics: Platform Analytics Solutions help managers track knowledge usage and ensure adherence to content creation processes.

    Learn more about Knowledge Management with a sample workflow and review the benefits it can provide for different users in your organization.

    Knowledge Management overview

    Knowledge Management supports processes for creating, categorizing, reviewing, and approving articles. Users can search and browse articles as well as provide feedback.

    To support multiple groups, knowledge bases can be assigned to individual managers. Separate workflows can be used for publishing and retiring articles, and separate access controls can be used to control reading and contributing.

    Knowledge Management workflow

    In this workflow:
    1. The knowledge user needs a new or updated knowledge article and requests it.
    2. The knowledge contributor creates or updates an article and then submits it for review.
    3. The knowledge manager reviews the article and either publishes it or sends it back to the knowledge contributor for revisions.
    4. The knowledge user reads and shares the article. In parallel, a knowledge manager continuously reviews articles to determine their relevancy.
    5. The knowledge manager marks articles that are no longer needed for retirement.
    6. A knowledge manager reviews and approves or rejects the article retirement.

    Knowledge Management benefits

    Benefit Feature Users
    Create a consistent structure for knowledge articles Knowledge article templates Knowledge manager
    Create multiple knowledge bases for different groups within your organization Knowledge bases Knowledge administrator and manager
    Create a category structure for each knowledge base with any number of levels Knowledge article categories Knowledge manager
    Define permissions per knowledge base User criteria, Scoped knowledge bases Knowledge administrator and manager
    Integrate with and search external knowledge sources External content integration feature and Indexing and searching external content in AI Search Administrator
    Create knowledge articles using generative AI Now Assist in Knowledge Management Knowledge contributor
    Import Word documents into knowledge articles and/or author knowledge in Word Knowledge Management - Add-in for Microsoft Word, Word document importing Knowledge contributor
    Subscribe to relevant articles Knowledge subscriptions Knowledge user
    Provide feedback and rate articles Feedback and ratings Knowledge user
    Maintain a high quality of content and enable constant improvement Article quality index (AQI) Knowledge administrator (creates AQI), knowledge coach or domain expert (performs AQI reviews)
    Identify knowledge gaps and improve the content of your knowledge base Knowledge demand insights Knowledge manager or domain expert
    Determine the usage of knowledge content and confirm that the proper processes and procedures are being followed for content creation Knowledge Management Platform Analytics Solutions Knowledge manager