Knowledge Center - Insights - Support and Troubleshooting

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The Knowledge Center Hub serves as a centralized location for all Knowledge Management (KM) capabilities, with both existing functionalities and newly introduced features.It provides users with a single, comprehensive destination to explore available KM tools, understand the full scope of Knowledge Management, and easily access any KM-related resources in a consolidated area. Beyond traditional knowledge bases, the Knowledge Center provides actionable insights and identifies gaps so that your content stays relevant and accurate.

Accessibility :

Available to all users who are eligible to create/author/maintain Knowledge Articles.

The users have one or more of the following roles: knowledge / knowledge_manager / knowledge_admin

Why use Knowledge Center ?

Monitor the performance of your knowledge ecosystem. Enhance article quality through AI-driven recommendations. Close gaps and keep your content aligned with audience needs.

Features added/modified in this release :

Knowledge Center home page Duplicate article check Knowledge gaps check Knowledge Center Article Editor KC and NACM / open prompt integration Article Optimization

Prerequisites:

By default, the below plugins should be installed and activated on freshly zbooted and upgraded instances

Plugin Name : Knowledge Center

App id : sn_km_center

Properties Installed with Knowledge Center and ECE:

Knowledge Center Hub

The property "sn_km_center.glide.knowman.enable" should be set to true. This enables the Knowledge Center experience system-wide

Enhanced Content Editor

The property "sn_km_center.glide.knowman.ece.enable" should be set to true. This enables the new ECE editor system-wide.

Knowledge Center redirection :

The property "sn_km_center.glide.knowman.redirect.enable" should be set to true. Enables redirection to Knowledge Center experience system-wide

Version Compatibility:

YP11, ZP4, Australia

Knowledge Center Home Page Walkthrough :

Blue lined section in the above Homepage:

The contents under this homepage, are generated with Now assist for Knowledge Management store app being installed.

Top Knowledge Actions:

Total of 6 rows will be shown.Also the categories that actions are displayed depends on the skill that is activated in NAA.

If we have access to all three Skills( Duplicates, Gaps, and Article Optimization), then it shows two actions from each Skill

If we have access to only two skills, three from each Skill is shown

If we have access to only one skill, six action items from the single skill is shown.

Data Broker:

Fetch top knowledge actions

https:// .service-now.com/nav_to.do?uri=sys_ux_data_broker_transform.do?sys_id=a17e29432bb7aa501817fe886e91bf8b

Potential Duplicates

Duplicate articles can confuse readers and reduce search accuracy. Use this task to identify duplicates and take corrective actions to maintain content quality.

Note:

The Potential Duplicate card on the dashboard displays a trend analysis of the number of duplicate topics for the current year. The card will not display detailed information if the scheduled job runs are fewer than four.

Potential knowledge gaps

Potential knowledge gaps represent areas where you frequently encounter issues but lack supporting articles. Managing these gaps promotes better coverage and improved user experience.

The Knowledge Center identifies gaps based on case or incident trends and their reporting patterns. These gaps highlight missing or insufficient knowledge articles that need attention.

Available knowledge actions:

Unmark as gap: Remove invalid gaps discovered and remove the issues and all its tasks from the list. Mark as resolved: Close gaps after creating or updating articles. Report a gap: Create feedback task for the articles where you believe that a gap exists. Once the article is created, the gap can’t be reported again. Create an article: Draft new content to address the gap.

Underlying Tables that are queried to show the results on Knowledge Center:

Duplicates (kb_duplicate_articles) Gap (kb_gap_candidates)

Potential Duplicates and Potentials Gaps Using Group Action Framework to process data.

Feature

Business rule

Tables to look for

GAF Job (sn_gaf_sysauto_script)

GAFGroup strategy(sn_nowassist_skill_config)

Potential Duplicates

Knowledge duplicates activation trigger (runs on the activation/deactivation of the skill).

Populate duplicate articles (runs on GAF completion to trigger an event 'sn_km_gen_ai.kb_dedup_job_completed')

ml_solution ( stores solution records)sn_gaf_action_strategy_result (stores GAF results)

kb_duplicate_articles ( KC fetches Duplicate data from here)

GAF - Run Offline Flow

Knowledge duplicates grouping

Potential Gaps

Knowledge Gaps Capability Activation (runs on the activation/deactivation of the skill).

Populate knowledge gaps (ITSM) (runs on GAF conpletion to trigger an event 'sn_km_gen_ai.kb_gaps_job_completed')

ml_solution ( stores solution records)

sn_gaf_action_strategy_result (stores GAF results)

kb_gap_candidates (KC fetches Gap data from here)

GAF - Run Offline Flow

Knowledge gap grouping

Note:

GAF uses AI Search to improve its effectiveness and can use it as a fallback option in case GAF does not return any results.

GAF can work without Now Assist in AI Search, but if it is enabled then GAF has optimized prediction.

The optimized prediction feature increases clustering capacity up to 500,000 records and improves recall speed.

Requires Attention:

The Requires Attention section helps you manage and update critical articles and tasks, ensuring content accuracy and timeliness. It includes features like My Approvals, My Feedback Task, and My Article Checklist, and highlights flagged articles and those expiring soon assigned to the logged in user.

Quick View:

Navigate quickly to knowledge bases and filter articles by most viewed, most useful, or featured.It speeds up access to popular and high-value content.

Knowledge Features:

The Knowledge features section provides a guide to workflows and supporting processes for knowledge management.

It helps you understand and maintain a robust knowledge ecosystem.

Actions

The Actions panel provides options to create articles, blocks, or manage groups, helping you organize knowledge and maintain group ownership effectively.

Note:

Now Assist feature should be enabled for your role. You can use Now Assist for creating or updating articles.

Configurations:

The Configurations section provides references to tools and settings that support knowledge management and system optimization.

Knowledge Resources:

The Knowledge Resources section offers links to learning materials and community platforms.

Enhanced Content Editor(ECE) :

Enhanced content editor is a new reusable seismic component that provides rich content editing capabilities. It has drag-and-drop interactions and is a what you see is what you get (WYSIWYG) editing experience. The editor outputs content as formatted and styled HTML code.

It is an user-friendly editor that helps authors create engaging and easily discoverable content. It offers intuitive drag-and-drop editing, rich formatting options, and seamless compatibility with existing templates, making it simple to update both new and existing articles. This capability ensures flexibility, consistency, and a smooth authoring experience. It supports drag-and-drop HTML editing, integrates seamlessly with templates and sanitizers, and is compatible with tools like TinyMCE.

Accessibility :

Available to all users who are eligible to create/author/maintain Knowledge Articles. The users have one or more of the following roles: knowledge / knowledge_manager / knowledge_admin

Prerequisites/Installation:

Plugin Name : @servicenow/sn-enhanced-content-editor

App id: sn_enhanced_editor

Version Compatibility : Zurich

Note:

These capabilities can be used in any Configurable Workspace.

Properties that controls the visibility of ECE:

The property "sn_km_center.glide.knowman.enable" should be set to true. This enables the Knowledge Center. The property "sn_km_center.glide.knowman.ece.enable" should be set to true. This enables the new ECE editor system wide

Article Optimization(AO) :

Article Optimization is an automated system designed to improve the quality and health of knowledge articles, providing actionable feedback to authors and managers. Article Optimization will run scans on articles to determine if any improvements can be made to that article. A scheduled job can be configured to run selected scans on articles that meet the customers' conditions.

Once run, the results will appear in their own side panel that the user can interact with to uptake these improvements. A user is able to make the change or ignore the recommendation.

Article Optimization can run with and without Now Assist capabilities.

With Now assist, to achieve AO, we need to activate the skill "Article Optimization Recommendations"

With out Now assist, to achieve AO, the jobs on sysauto_kb_assist_job table will have scans to run. The jobs are set to monthly but can be executed on demand to get recommendations.

Note:

AO Scan results are stored in the ' kb_assist_scan_result ' table.

What it do?

Scheduled jobs run various scans on articles, such as checking for proper heading tags, missing image alt attributes (for accessibility), and title relevance (for search engine optimization). Findings from these scans are presented as cards in the user interface, offering suggestions like adding alt text or updating titles. Both script-based and AI-powered scans are supported. AI scans come with suggestions for improvement. Authors can fix, ignore, or review findings directly from the UI. Some fixes (changing heading tags, and so on) can be batch-applied. Execution can be tracked in sys_trigger for the AO jobs:

System Trigger-Article Optimization - Now Assist System Trigger-Article Optimization - Scripted

Feature

Business rule

What BR intended for ?

Tables to look for

Article optimization (AO)

Article Optimization skill issue check

Here we check if the scan definition is an AI one and if the Now Assist skill is enabled for it to work. If it isn't we pass an error message to the form to display.

kb_assist_scan_definition

kb_assist_job_m2m_scan

kb_assist_scan_definition_input

AO

Populate article assist job script

sysauto_kb_assist_job

AO

Run Article Optimization on insert

Runs active scans on articles matching the criteria of a scheduled job when a new article is created

kb_knowledge

AO

Run Article Optimization on update

Runs active scans on articles matching the criteria of a scheduled job when the article is updated

kb_knowledge

Behavior in UI16 and Knowledge center with the state of the sys properties :

S.No

sn_km_center.glide.knowman.enable

sn_km_center.glide.knowman.ece.enable

Remarks

Scenario 1

FALSE

TRUE

In UI16, TinyMCE is enabled, ECE is disabled

In KC, ECE is enabled

Scenario 2

TRUE

Enbles ECE in both KC and UI16 views

Still in UI16, editing through TinyMCE is allowed

Scenario 3

TRUE

FALSE

Disables ECE in both KC and UI16, enables TinyMCE in both the views

Scenario 4

FALSE

Disables ECE in both KC and UI16, enables TinyMCE in both the views

S.No

sn_km_center.glide.knowman.enable

sn_km_center.glide.knowman.redirect.enable

Remarks

Scenario 1

TRUE

From UI16, the routing happens to KC from any Module (Published,Unpublished etc)

Scenario 2

TRUE

FALSE

From UI16, the routing happens to Native List view in UI16

Scenario 3

FALSE

TRUE

From UI16, the routing happens to Native List view in UI16

Scenario 4

FALSE

From UI16, the routing happens to Native List view in UI16