Knowledge Graph release notes
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Summary of Knowledge Graph release notes
The ServiceNow® Knowledge Graph empowers customers to create and manage Knowledge Graph schemas, enabling sophisticated, natural language queries across ServiceNow instances. It integrates seamlessly with Virtual Agent and Now Assist to enhance AI-driven user interactions. The Zurich release introduces significant enhancements including pre-configured schemas, improved tagging, expanded AI model support, and visual query building tools, all designed to simplify setup and improve query accuracy.
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Key Features
- Enterprise Graph Schema: A pre-configured schema mapping all instance tables and relationships, allowing natural language queries spanning the entire database without custom schema creation. Supports tag-based prioritization for efficient, targeted queries.
- Tagging Enhancements: A dedicated tagging section on the Knowledge Graph landing page lets admins create, edit, and manage tags. Tags prioritize key tables to improve query relevance and runtime performance.
- Graph Query Builder: A visual, no-code interface to build and run queries by selecting entities, relationships, and filters, making it accessible to non-technical users.
- Support for Aggregate and CI Relationship Queries: Enables complex queries including CMDB configuration item dependencies and infrastructure topology.
- Multi-Provider LLM Support: Customers can select from Now LLM Service, Azure OpenAI GPT-4.1, Google Gemini, and AWS Anthropic Claude models within Now Assist, enhancing AI query capabilities with diverse large language models.
- Workflow Data Fabric Integration: Supports schema creation involving external tables without moving data, ensuring secure and efficient cross-system data retrieval.
- Interactive Guided Tour: Step-by-step walkthrough for admins to facilitate Knowledge Graph setup and configuration.
- User Interface Improvements: Introduction of the Coral theme for portals and mobile, with brand-neutral visuals and an optional dark mode for enhanced user experience.
Key Outcomes for ServiceNow Customers
- Accelerated deployment of Knowledge Graph with the Enterprise Graph schema, eliminating complex custom schema design.
- Improved natural language query accuracy and performance through enhanced tagging and filtering capabilities.
- Greater flexibility in AI model selection, allowing optimization of AI-driven interactions based on preferred providers.
- Simplified query construction via the visual Graph Query Builder, reducing reliance on technical expertise.
- Expanded query scope including CMDB relationships and aggregate data for comprehensive insights.
- Secure and efficient integration with external data sources through Workflow Data Fabric tables.
- Enhanced administrative usability with guided tours and improved UI themes, boosting adoption and ease of management.
Activation and Additional Information
Knowledge Graph is an active feature upon installation of the ServiceNow AI Platform and requires instance upgrade to XP7. It integrates closely with Now Assist and Virtual Agent to enhance AI-driven productivity and self-service capabilities. Customers should note the updated AI usage measurement model introduced in Zurich Patch 5 that resets usage annually based on contract dates.
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 12
- ServiceNow Otto is the new AI experience brand. ServiceNow Now Assist is now ServiceNow Otto.
- Run queries visually using the Graph Query Builder to select entities, add relationships and filters without writing query syntax.
Zurich Patch 11
- Knowledge Graph now supports queries with Glidelist references.
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.
- A visual interface to build and run Knowledge Graph queries without coding, enabling users to explore entities, relationships, and apply filters easily. It also supports natural language queries converted by LLMs for intuitive querying and offers options to save and reuse the queries later.
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 Australia Early Access, AI 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: AI 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.