Knowledge Management release notes

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Knowledge Management release notes

    The ServiceNow® Knowledge Management application in the Zurich release offers enhanced capabilities to share Knowledge articles that support self-help, troubleshooting, and task resolution. This release focuses on improving user experience across devices, streamlining workflows with low-code flow designers, and updating the user interface with the new Coral theme and responsive design.

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    Key Features

    • Responsive Design: Knowledge Management workspace pages now adapt automatically to various screen sizes and orientations, ensuring seamless navigation and viewing across devices.
    • Visual Flow Designers: Legacy Knowledge Management workflows are replaced with intuitive, low-code visual flow designers to boost operational efficiency and simplify processes.
    • Enhanced Knowledge View: The workspace features an improved article display and easier access to essential resources, facilitating a better reading experience.
    • Coral Theme: The new default theme for portals, web, and mobile experiences provides a modern, brand-neutral appearance with an optional dark mode to reduce eye strain and improve readability.
    • Activation: Knowledge Management is enabled by default within ServiceNow, requiring no additional activation steps.

    Integration with Related ServiceNow Applications

    • CSM Configurable Workspace and Agent Workspace: Customer service agents can access Knowledge articles linked to cases for faster issue resolution.
    • Field Service Management: Field service agents can access Knowledge articles offline via the Now Mobile Agent app to support work order tasks.
    • Communities: Convert community discussions into structured Knowledge articles to capture unstructured information.
    • Problem and Incident Management: Generate Knowledge articles from problem forms and incidents to address recurring issues and knowledge gaps. Agents can flag and edit articles directly from incident records.
    • Employee Service Management: Integrate Knowledge blocks with HR Knowledge Management to improve content authoring and consumption, and use the Demand Insights for HR Cases dashboard to identify and report knowledge coverage gaps.

    The ServiceNow® Knowledge Management application enables you to share Knowledge articles that provide users with information for self-help, troubleshooting, and task resolution. Knowledge Management was enhanced and updated in the Zurich release.

    Knowledge Management highlights for the Zurich release

    • 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.

    New in the Zurich release

    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.

    UI changes

    Next Experience preferences Coral theme
    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.
    Enjoy a better reading experience with the enhanced Knowledge view page in the workspace featuring improved article displays, and effortless access to essential resources. The new responsive design enables smooth navigation and effortless viewing on any device. It automatically adapts to different screen sizes and orientations.

    Activation information

    Knowledge Management is a ServiceNow® feature that is active by default.

    Accessibility information

    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.

    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.