Knowledge Center release notes
Summarize
Summary of Knowledge Center Release Notes
The ServiceNow® Knowledge Center, introduced in the Zurich release, enables effective management and distribution of knowledge articles from a centralized interface. It features dashboards that streamline article metrics and actions, enhancing productivity and ensuring users access the latest information.
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Key Features
- Centralized Management: Organize and manage knowledge articles efficiently to reduce redundant work.
- Article Optimization: Improve article quality using optimization tools that provide actionable feedback on content relevance.
- Editing Tools: Utilize the article editor to format content with text, images, and media easily.
- Knowledge Gap Identification: Proactively find and fill gaps in knowledge articles to ensure comprehensive coverage of topics.
- UI Enhancements: The Knowledge Center home page now includes dashboards and features for managing duplicate articles and optimizing content.
Key Outcomes
With the Knowledge Center, ServiceNow customers can expect improved article quality, enhanced productivity, and a more streamlined approach to knowledge management. The integration with various ServiceNow applications helps agents access knowledge efficiently, ultimately leading to quicker issue resolution and better service delivery.
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
- Use Knowledge Center to manage and distribute organizational knowledge through a centralized and organized interface.
- 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.
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
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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.