Knowledge Center release notes

  • Release version: Zurich
  • Updated October 30, 2025
  • 2 minutes to read
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    Summary of Knowledge Center release notes

    The ServiceNow® Knowledge Center, introduced in the Zurich release, is a centralized interface designed to help you manage your knowledge articles efficiently. It offers dashboards for article metrics and facilitates quick actions to enhance productivity by reducing redundant work and ensuring users have access to the latest, most accurate information. The Knowledge Center is available as a plugin through the ServiceNow Store and integrates with multiple ServiceNow applications to support knowledge-driven processes across your organization.

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    Key Features

    • Search and Manage Knowledge Articles: Build a comprehensive and accurate knowledge base by identifying content gaps, removing redundant articles, and optimizing existing content for quality and relevance.
    • Article Optimization Tool: Use the Article Optimization feature to scan articles and receive instant, actionable feedback aimed at improving article health and quality.
    • Enhanced Article Editor with Now Assist: Format knowledge articles easily with editing tools that support text, images, and media, and leverage AI-assisted content generation and editing within the Knowledge Center.
    • Identify Knowledge Gaps: Proactively detect missing articles and recurring issues lacking knowledge coverage to continuously improve your knowledge base.
    • Dashboards and UI Enhancements: The Knowledge Center home page includes dashboards for monitoring article performance, managing duplicates, and supporting article optimization to boost productivity.

    Activation and Plugin Information

    The Knowledge Center is deployed as a new plugin (com.snc.knowledgecenter) available in the Zurich release. It is accessible by default to all Knowledge Management roles upon activation.

    Integration with Related ServiceNow Applications

    • Customer Service Management (CSM): Agents can view knowledge articles related to cases within the CSM Configurable and Agent Workspaces to resolve cases more efficiently.
    • Field Service Management: Field agents can access knowledge articles offline via the Now Mobile Agent app while working on tasks.
    • Communities: Convert unstructured community posts into structured knowledge articles to capture valuable insights.
    • Problem and Incident Management: Create and link knowledge articles from problems and incidents to aid resolution and report knowledge gaps.
    • Employee Service Management: Simplify HR knowledge authoring and consumption using Knowledge blocks, and identify insufficient knowledge coverage with the Demand Insights for HR Cases dashboard.

    The ServiceNow® Knowledge Center helps you manage your knowledge articles from a single interface. It consists of dashboards that provide metrics of articles and facilitate swift actions. Knowledge Center is introduced in the Zurich release.

    Knowledge Center Knowledge Center highlights for the Zurich release

    • ServiceNow Otto® is the new AI experience brand. This change is reflected in the name of ServiceNow products. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.
    • Enhance productivity, reduce redundant work, and help ensure that users have access to the latest and most accurate information.
    • Format your content within a knowledge article using editing tools in the article editor.
    • Improve the quality and health of knowledge articles with article optimization, ensuring that the information is latest and relevant.

    See Knowledge Center for more information.

    Important:
    Knowledge Center is available in the ServiceNow Store. For details, see the Activation information section of these release notes.

    Knowledge Center features

    Search knowledge article
    Build a complete and accurate knowledge base, focus on continuous improvement by discovering and filling content gaps, removing redundant information, and optimizing existing articles for better quality.
    Knowledge Center Article Optimization
    Improve the quality and health of your knowledge articles by using the Article Optimization tool in the Knowledge Center to scan the articles, and get instant, actionable feedback.
    Generate and edit articles using Now Assist in the Knowledge Center article editor
    Use the editing tools in the Knowledge Center to format knowledge article content such as text, images, and media.
    Potential knowledge gaps
    Proactively identify and fill potential knowledge gaps. Identify missing knowledge articles and recurring issues that have incomplete or no knowledge article to refer to.

    UI changes

    Knowledge Center Home Page
    The Knowledge Center home page comes equipped with dashboards. New features like article optimization, identify knowledge gaps and, manage duplicate articles improve productivity. The enhanced article editor is integrated with article optimization support to generate high quality content effortlessly.

    Activation information

    Knowledge Center would be available by default to all the roles of Knowledge Management.

    Plugin information

    New plugin

    The following plugin is new in Zurich:

    Knowledge Center (com.snc.knowledge_center): Knowledge Center helps you manage your knowledge articles from a single interface.

    Related ServiceNow applications and features

    CSM Configurable Workspace
    The 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 ServiceNow 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 an article, 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.