Knowledge Management release notes

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Knowledge Management release notes

    The ServiceNow® Knowledge Management application facilitates sharing knowledge articles that empower users to perform self-help, troubleshooting, and task resolution. The Yokohama release introduces enhancements focused on AI integration, accessibility, and improved management features to streamline knowledge article creation and consumption.

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    Key Features

    • AI Model Provider Expansion: Now Assist skills and AI agents support Google Gemini and Anthropic Claude on AWS, alongside Now LLM Service and Azure OpenAI, enabling more options for AI-powered article generation.
    • Customizable AI Prompts: Administrators can clone and modify knowledge base generation skills to use custom prompts and templates, allowing tailored Knowledge article creation from single or multiple knowledge bases.
    • Accessibility Enhancements: A new accessibility checker button in the TinyMCE HTML editor toolbar helps authors identify and address accessibility issues during Knowledge article creation.
    • Advanced Knowledge Management Plugin Features: Includes article versioning, subscriptions, templates, and a quality index to enhance the creation and management of knowledge bases.
    • UI Improvements: Enhanced editing functions in the HTML editor improve usability for Knowledge article authors.
    • Default Activation: Knowledge Management is part of the ServiceNow AI Platform and is active by default, ensuring immediate access to new capabilities.

    Integration with Related ServiceNow Applications

    • Customer Service Management (CSM): Agents can efficiently access knowledge articles linked to cases via Configurable and Agent Workspaces.
    • Field Service Management: Field agents can read offline knowledge articles attached to work order tasks through the Now Mobile Agent app.
    • Communities: Enables transformation of unstructured community discussions into structured knowledge articles.
    • Problem and Incident Management: Facilitates creation and editing of knowledge articles directly from problem forms and incidents, helping to resolve issues faster and identify knowledge gaps.
    • Employee Service Management: Supports HR knowledge authoring and consumption through knowledge blocks and enables HR agents to detect insufficient knowledge coverage via the Demand Insights dashboard.

    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.

    Knowledge Management highlights for the Yokohama release

    Yokohama Patch 6
    • 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.

    New in the Yokohama release

    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.

    UI changes

    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.

    Activation information

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

    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.

    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 Knowledge articles on Mobile 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 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.