Consolidated page of all release notes for Knowledge Management from Washington DC to Zurich.
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 Washington DC to Zurich.
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 Zurich
Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed.
| Release |
Release notes |
Washington DC |
No updates for this release. |
Xanadu |
No updates for this release. |
Yokohama |
No updates for this release. |
Zurich |
No updates for this release. |
New features
Between your current release family and Zurich, new features were introduced for Knowledge Management.
| Release |
Release notes |
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.
|
Yokohama |
|
Zurich |
- [Placeholder link text to key knowledge-flow]
- Boost efficiency and simplify operations by replacing the existing Knowledge Management processes built on workflow with the latest and innovative, simple-to-use visual flow designers.
|
Changes
Between your current release family and Zurich, some changes were made to existing Knowledge Management features.
| Release |
Release notes |
Washington DC |
No updates for this release. |
Xanadu |
|
Yokohama |
No updates for this release. |
Zurich |
No updates for this release. |
Removed
Between your current release family and Zurich, some Knowledge Management features or functionality were removed.
| Release |
Release notes |
Washington DC |
No updates for this release. |
Xanadu |
No updates for this release. |
Yokohama |
No updates for this release. |
Zurich |
No updates for this release. |
Deprecations
Between your current release family and Zurich, some Knowledge Management features or functionality were deprecated.
| Release |
Release notes |
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. |
Yokohama |
No updates for this release. |
Zurich |
No updates for this release. |
Activation information
Review information on how to activate Knowledge Management.
| Release |
Release notes |
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.
|
Yokohama |
Knowledge Management is a ServiceNow AI Platform feature that is active by default.
|
Zurich |
Knowledge Management is a ServiceNow® 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 |
Washington DC |
No updates for this release. |
Xanadu |
No updates for this release. |
Yokohama |
No updates for this release. |
Zurich |
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 |
Washington DC |
No updates for this release. |
Xanadu |
No updates for this release. |
Yokohama |
No updates for this release. |
Zurich |
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 |
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. |
Yokohama |
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.
|
Zurich |
- Dark theme
- The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability.
|
Localization information
If there are specific localization considerations for Knowledge Management we have noted them here.
| Release |
Release notes |
Washington DC |
No updates for this release. |
Xanadu |
No updates for this release. |
Yokohama |
No updates for this release. |
Zurich |
No updates for this release. |
Highlight information
If there are specific highlight considerations for Knowledge Management we have noted them here.
| Release |
Release notes |
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.
|
Yokohama |
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.
|
Zurich |
- Experience seamless navigation and viewing experiences across various devices, with the incorporation of responsive design in the workspace that enables pages to adapt to different screen sizes and orientations.
- Upgrade your Knowledge and article viewing experience with an enhanced view and access to key components on the workspace.
- Enhance operational efficiency with migration from legacy Knowledge Management workflows to the latest low-code flow designers.
See Knowledge Management for more information.
|