Knowledge Graph release notes
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Summary of Knowledge Graph release notes
The ServiceNow® Knowledge Graph in the Zurich release enables customers to create and manage Knowledge Graph schemas, facilitating natural language queries and integrations with Virtual Agent. It is designed to improve data accessibility and query accuracy across your ServiceNow instance through enhanced tagging, schema management, and AI model integration.
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Key Features
- Tagging in Knowledge Graph Designer: A dedicated tagging section allows users to create, edit, and manage tags that prioritize important tables for natural language queries, improving result accuracy.
- Enterprise Graph Schema: Provides a pre-configured schema mapping all instance tables and relationships, enabling broad natural language queries without custom schema creation. Offers an Enterprise Graph (small) mode to filter queries by tags for performance optimization.
- Support for Aggregate and CI Relationship Queries: Enables complex queries including Configuration Item dependencies and infrastructure topology through natural language.
- External Table Integration: Supports Workflow Data Fabric tables, allowing users to query external data efficiently and securely without data movement.
- Multiple Large Language Model (LLM) Providers: Customers can select from Now LLM Service, Azure OpenAI GPT-4.1, Google Gemini, and AWS Anthropic Claude models for query processing, enhancing flexibility and AI capabilities.
- Interactive Admin Guidance: An interactive guided tour simplifies setup and configuration for administrators.
- User Interface Enhancements: Adoption of the Coral theme for portal and mobile experiences delivers a modern, brand-neutral design with optional dark mode.
Key Outcomes for ServiceNow Customers
- Accelerated and more accurate natural language querying across your entire ServiceNow data instance, improving user productivity and data insight.
- Reduced setup complexity through the Enterprise Graph schema and guided admin tours, allowing faster deployment and configuration.
- Improved integration with Virtual Agent and Now Assist, leveraging AI to enhance service delivery and user interactions.
- Greater control over query scope and performance via tagging and schema modes tailored to specific use cases.
- Access to evolving AI model providers, ensuring flexibility and future-proofing of AI-powered features.
- Seamless activation as Knowledge Graph is enabled by default with XP7 instances and available via the ServiceNow Store.
The ServiceNow® Knowledge Graph enables you to create and manage a Knowledge Graph schema for default integrations with Virtual Agent. Knowledge Graph was enhanced and updated in the Zurich release.
Knowledge Graph highlights for the Zurich release
Zurich Patch 7
- Knowledge Graph landing page now includes a dedicated tagging section that allows users to create, edit, and manage tags.
- Tagging configuration has been enhanced to support table synonyms, column synonyms, data filters and column filters to improve the accuracy of natural language queries.
- Added an interactive guided tour for admins, providing step-by-step walk through of key features and configurations to simplify setup.
- Supports Configuration item (CI) Relationship queries, enabling natural language questions about CMDB configuration item dependencies and infrastructure topology.
Zurich Patch 5
- Review changes to Now Assist usage measurement.
Zurich Patch 4
- Users can use the new Enterprise Graph Knowledge Graph schema to map all instance tables and their relationships, enabling natural language queries across the entire database. It simplifies setup by eliminating custom schema creation and supports enhanced query accuracy.
- Admins can create and use tags to prioritize relevant tables for specific use cases.
- Users have the option to select Enterprise Graph(small) mode to restricts queries to tables in specified tags for narrower use cases, improving runtime speed and requiring tag specification.
- Knowledge Graph now supports aggregate queries.
Zurich Patch 2
- Admins can create Knowledge Graph schema with Workflow Data Fabric tables that enables users to retrieve data from different systems without moving them. This ensures efficiency and security when working with external tables. This enables Knowledge Graph functionality to external tables
Zurich Patch 1
- Supports nodes from parent and grandparent nodes in the hierarchy.
- Supports Configuration Management Database (CMDB) queries in Now Assist panel.
Zurich EA
- Use Google Gemini and Anthropic Claude on AWS as AI model providers for Knowledge Graph in addition to Now LLM Service and Azure OpenAI.
- Select your preferred large language model (LLM) provider for Now Assist platform. Apart from Now LLM Service, the platform supports Azure OpenAI GPT-4.1 and GPT-4.1 mini, Google Gemini 2.0 Flash and 2.5 Pro, and AWS Anthropic Claude 3.7 Sonnet LLM providers with ServiceNow® third-party model strategy.
See Knowledge Graph for more information.
Important:
Knowledge Graph is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
Knowledge Graph features
- Tagging in Knowledge Graph Designer
- The Knowledge Graph landing page now includes a dedicated tagging section that allows users to create, edit, and manage tags.
- Using Enterprise graph schema
- Enterprise Graph is a pre-configured Knowledge Graph schema that eliminates the need for custom schema creation in KG designer. By mapping all tables, the Enterprise Graph schema enhances the breadth of query capabilities, enabling database queries across all instance tables.
- Tagging in Knowledge Graph Designer
- Tags are lists of key tables that are important for answering natural language questions. They provide hints to Enterprise Graph on which tables to prioritize when retrieving information, thereby improving the accuracy of results.
- Test a Knowledge Graph schema
- Enter a query and test the Knowledge Graph schema using different LLM options. You can also add previous conversations before you run the query.
- Configure LLM for Knowledge Graph
- Select and configure between Now LLM Service, Azure OpenAI GPT-4.1 and GPT-4.1 mini, Google Gemini 2.0 Flash and 2.5 Pro, and AWS Anthropic Claude 3.7 Sonnet LLM providers with ServiceNow third-party model strategy.
UI changes
- Using Knowledge Graph Designer
- Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.
Changed in this release
- Zurich Patch 5
- Changes to Now Assist usage measurement
- Starting with Zurich Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: Now Assist Usage - Overview & New Measurement Logic.
Activation information
Knowledge Graph is a ServiceNow AI Platform feature that is active on installation, by default.
Additional requirements
Ensure that your instance is upgraded to XP7.