Knowledge Management release notes

ServiceNow® Knowledge Management product enhancements and updates in the Kingston release.

Activation information

The features in this release are part of the Knowledge Management Advanced plugin, which is not enabled by default. Activate the Knowledge Management Advanced plugin (com.snc.knowledge_advanced) to enable advanced features for Knowledge Management. See Activate the Knowledge Management Advanced plugin for information on activating the plugin.

The External Content Search feature is part of the Knowledge Management - External Content Integration plugin, which is not enabled by default.Activate the Knowledge Management - External Content Integration plugin (com.snc.knowledge.external_integration) to enable and use the external content integration feature. See Activate the External Content Integration plugin for more information on activating the plugin.

New in the Kingston release

Article Templates
Enhance the experience of knowledge users by providing consistent structure to the articles. Use the default How-to, What-is, FAQ, and KCS article templates, or create your own customized templates.
External Content Integration
Integrate external content sources into the unified knowledge search results and provide knowledge users with a seamless search experience across several platforms.
Article Quality Index

Assess the quality of the articles and the performance of the authors by conducting article quality reviews. Create a customized set of questions and use them to evaluate the quality of knowledge articles.

In-Context Article Creation
Capture and reuse knowledge that was generated while solving cases by creating articles from cases.

Changed in this release

Knowledge Social Q&A properties: Set the limit for the number of times users can post Social Q&A questions, answers, and comments, or subscribe to the questions.