Knowledge Management release notes
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 Yokohama release.
About Knowledge Management
- Use Google Gemini and Anthropic Claude on AWS as AI model providers for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI.
- Customize prompts for AI model providers to generate Knowledge articles with Now Assist.
- Identify and resolve accessibility-related issues during Knowledge article generation through a new accessibility checker button in the TinyMCE toolbar.
- 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.
See Knowledge Management for more information.
Activation and other requirements
- Activation information
Knowledge Management is a ServiceNow AI Platform feature that is active by default.
Accessibility and localization
- Accessibility information
Accessibility checker in the TinyMCE toolbar enables you to identify and resolve accessibility related issues when creating a Knowledge article. See Accessibility checker in the toolbar for more information.
August 2025
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 Yokohama release.
What's new
- Configure skills with custom prompts for knowledge article templates
- As an admin, you can clone the KB generation skill, and update prompts for AI model providers. This helps the agent to use custom templates and custom prompts to generate Knowledge articles with Now Assist from single and multiple knowledge bases.
Yokohama
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 Yokohama release.
What's changed
- Editing functions for knowledge articles in the HTML editor
- Identify and resolve accessibility related issues during Knowledge article generation through a new accessibility checker button in the TinyMCE toolbar.