Exploring Knowledge Graph

  • Release version: Xanadu
  • Updated January 30, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Exploring Knowledge Graph

    Knowledge Graph in ServiceNow offers a tailored user experience for enterprises by enabling the creation and management of Knowledge Graph schemas through nodes, properties, and edges. The application encompasses two main functionalities: the Knowledge Graph Designer and prebuilt integrations with AI-driven tools.

    Show full answer Show less

    Key Features

    • Knowledge Graph Designer: A no-code interface for Knowledge Graph administrators (kgadmins) to design and manage schemas, configure nodes, properties, and relationships, and analyze API results via natural language queries.
    • Prebuilt Integrations:
      • Integration with Now Assist Virtual Agent for personalized user responses and slot filling.
      • Employee schema integration for tailored responses and support for people queries.
      • AI agent integration for retrieving natural language results and executing follow-up tasks.

    Key Outcomes

    • Enhanced User Experience: Provides accurate data with minimal effort, benefiting requesters.
    • Simplicity and Ease of Use: Allows kgadmins to create complex data models effortlessly.
    • Management Efficiency: Simplifies the process of editing Knowledge Graph schemas.
    • Customization: Enables copying and tailoring of existing Knowledge Graph schemas.
    • Schema Testing: Offers the ability to test schemas by running queries for validation.

    Next Steps

    For further guidance on configuring and utilizing Knowledge Graph, refer to the resources on configuring Knowledge Graph and using the Knowledge Graph Designer.

    Knowledge Graph provides a customized user experience for enterprises by creating and managing Knowledge Graph schemas that are represented by nodes, node properties, and edges.

    Knowledge Graph overview

    ServiceNow Knowledge Graph application provides two main functionalities:

    1. Knowledge Graph designer: A user-friendly interface to manage Knowledge Graph schemas and their nodes, node properties, and edges.
    2. Prebuilt integrations: Integrations with Now Assist Virtual Agent and AI agents.

    Knowledge Graph Designer

    Knowledge Graph Designer is a dedicated, no-code UI where Knowledge Graph administrators (kg_admins) can effortlessly:

    • Design and manage Knowledge Graph schemas, including configuring nodes (tables), properties (columns), and relationships.
    • Analyze results of the Knowledge Graph APIs integrated in downstream products by auditing the schema using natural language queries and achieved responses.

    The Knowledge Graph Designer streamlines the entire process, from schema creation and data ingestion to performance monitoring and results analysis. The new approach confirms a scalable, flexible, and intuitive way for Knowledge modeling.

    Prebuilt Integrations

    By unifying Knowledge across platforms and integrating with Now Assist, AI Search, AI agents, and skill kit, the prebuilt integrations of Knowledge Graph helps the customer drive productivity, enhance decision-making, and unlock the full potential of enterprise data, while maintaining robust data governance and permission controls.

    In this release, the available prebuilt integrations are:

    1. Integration with Now Assist Virtual Agent and AI agents for User Context: Helps users with personalized responses.
    2. Integration with Now Assist Virtual Agent for Slot filling: Helps pre-fill the slots for Virtual Agent topics using the Natural Language Querying feature of Knowledge Graph.
    3. Integration with Now Assist Virtual Agent for Employee schema: Helps requesters with personalized responses on people queries and Natural Language queries. Also supports people citation card. By default the user NLQ graph is connected which is used for people queries but you also have sample graph schema for other employee queries. For more details see KB article.
    4. Integration with AI agents as a tool: Used to retrieve results in Natural Language and perform follow up tasks that are assigned to the AI agents.

    Knowledge Graph users

    Table 1. Knowledge Graph users
    User role KG Functionality Description
    Knowledge Graph Admin (kg_admin) Knowledge Graph Designer The Knowledge Graph Admin can create and manage Knowledge Graph schemas.
    Requester Prebuilt integration with Virtual Agent and Agentic AI Helps requesters with personalized answers and fewer conversation turns with pre-filled slots for LLM topics and skills.

    Knowledge Graph benefits

    Table 2. Knowledge Graph benefits
    Benefit Feature Users
    Enhance user experience (with prebuilt integration for downstream products like Now Assist Virtual Agent and Agentic AI) Provides accurate data with minimal user effort. Requesters
    Simple and easy to use Creates a complex data model called Knowledge Graph schema with numerous entities and their relation within a few steps. kg_admin
    Easy to manage Editing Knowledge Graph schemas to add new nodes or edges is simple. kg_admin
    Customizable Knowledge Graph schemas Provides an option to copy the ServiceNow Knowledge Graph schemas for customization. kg_admin
    Test a Knowledge Graph schema Provides an option to test a Knowledge Graph schema by running a query. kg_admin

    What to explore next

    To learn more about configuring and using Knowledge Graph, see: