Knowledge Management release notes

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Knowledge Management Release Notes - Xanadu

    The ServiceNow® Knowledge Management application facilitates sharing knowledge articles to support self-help, troubleshooting, and task resolution. The Xanadu release introduces enhancements and new capabilities that improve article creation, management, and search, leveraging AI-powered features to optimize knowledge delivery and user experience.

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    Key Features

    • Upgraded Knowledge Article Editor: Enhanced formatting with the latest TinyMCE editor, including features like Power Paste, Anchor, and Insert Accordion for richer article content.
    • Advanced Plugin Enhancements: Default installation of the Knowledge Management advanced plugin provides article versioning, subscriptions, templates, and a quality index, improving content governance and authoring efficiency.
    • AI Search Integration: AI-powered search on the Knowledge Management Service Portal delivers optimized, personalized, and relevant results for knowledge base articles.
    • Now Assist AI Capabilities:
      • Generate knowledge articles quickly from multiple similar cases or keywords.
      • Support multi-language article generation beyond English.
      • Edit and rewrite selected article content contextually using the Now Assist context menu.
    • New Reporting: A dashboard report highlights articles expiring within 90 days, enabling timely decisions on retirement or republishing.

    Practical Benefits for ServiceNow Customers

    • Streamline knowledge article creation and updates with AI assistance and improved editing tools.
    • Maintain high-quality, up-to-date knowledge content through versioning and quality indexing.
    • Enhance customer and agent experience by delivering more relevant search results quickly.
    • Support global operations with multi-language article generation capabilities.
    • Make informed knowledge base management decisions using the new expiration report.

    Related Integration and Usage Scenarios

    • Customer Service Management (CSM): Agents can access knowledge articles linked to cases to resolve issues efficiently.
    • Field Service Management: Field agents access knowledge articles offline via the Now Mobile Agent app.
    • Communities: Convert community discussions into structured knowledge articles.
    • Problem & Incident Management: Create articles from problem forms and incidents to formalize tacit knowledge and address knowledge gaps.
    • Employee Service Management: Use knowledge blocks for HR content authoring and consumption, and identify knowledge gaps with Demand Insights dashboards.

    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 Xanadu release.

    Knowledge Management highlights for the Xanadu release

    • Improve article formatting thanks to the knowledge article editor using the upgraded version of TinyMCE, which provides multiple enhancements such as Power Paste, Anchor, and Insert Accordion.
    • Enhance the creation and management of knowledge base through features in the Knowledge Management advanced plugin such as article versioning, article subscriptions, article templates, and an article quality index.
    • Get optimized, personalized, and relevant search results by using AI Search for Knowledge Base articles on the Knowledge Management Service Portal homepage.
    • Address concerns from related cases in a single article by using Now Assist in Knowledge Management to generate a knowledge base article from a selection of similar cases.
    • Select content in a knowledge article and shorten or elaborate it using the generative AI capabilities of Now Assist.

    See Knowledge Management for more information.

    New in the Xanadu release

    New report on Knowledge Management dashboard
    Make timely decisions on articles expiring in the next 90 days through a report on the Knowledge Management dashboard and determine whether to retire or republish them.
    Now Assist in Knowledge article generation from multiple cases
    Quickly draft knowledge articles from your workspace or classic environment based on similar cases with  Now Assist. Knowledge articles can be generated by selecting a list of similar cases or case numbers or even by searching keywords specific to a case.
    Generate a Knowledge article using multi-language support
    Generate articles for an incident, case, or other supported task type in a language other than English by setting up language options for knowledge article generation in Now Assist.
    Edit an article using the Now Assist context menu
    Rewrite selected parts of a Knowledge article based on context by deploying the Now Assist context menu.

    Changed in this release

    Enable AI Search on the Knowledge Management Service Portal
    Displays AI-powered search results for a selected article through AI Search.
    Default advanced plugin installation
    Article versioning, article subscriptions, article templates, and an article quality index are available through the Knowledge Management advanced plugin, which is installed by default for new customers. If you are an existing customer, you have the option to activate it.

    Activation information

    Knowledge Management is a ServiceNow AI Platform feature that is active by default.

    Related ServiceNow applications and features

    CSM Configurable Workspace
    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 Access the information you need using the Now Mobile Agent application.
    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 articles, 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.