Knowbler Release Notes (Q1 '25)

The first quarterly release of Knowbler in 2025 is out and it's packed with features to make knowledge creation and sharing easier. The highlights of this release are:

  • Advanced Options for Picklist Mapping

  • Support for Record-Type Permissions in Salesforce

  • Support for two LLMs: Azure and Gemini

  • Duplicate Content Detection, Share via Email, and Auto Attach on Publishing features in ServiceNow

Advanced Options for Picklist Mapping

Admins will now see a new dialog when mapping picklist fields in Knowbler. This dialog allows admins to choose from the following options:

  • Select Default Value: Copies the default picklist value to the article.

  • Sync Case Field Value: Copies the value stored in the case picklist field to the article.

Regardless of the selected option, dependent picklist values are automatically synchronized. Synchronization applies to both custom and standard Salesforce fields.

Fig. A snapshot of the dialog where the Picklist field is being mapped.

More information: Knowbler-Salesforce: Configuration in Knowbler

Knowbler Respects Record Types Permissions

Support agents will now have access to templates for drafting knowledge articles, determined by the permissions associated with their Salesforce role.

Key changes include:

  • Agents will only see templates they are authorized to access.

    Fig. A snapshot of the Choose a Template screen.

  • If agents have access to just one template in the record type, they will bypass the Choose a Template screen and go directly to the Create Article screen.

    Fig. A snapshot of the Create Article screen.

  • If agents don’t have access to any template, they will see an error message.

Fig. A snapshot of the error message when the support agent doesn't have access to any template in Salesforce.

More information: Knowbler for Agents in Salesforce

Support for Azure

Knowbler now supports a new LLM

  • Azure LLM brings powerful large language models to your applications, another addition to the "Bring Your Own LLM" platforms. It was previously categorized under "Knowbler-Partner Provisioned LLM" as "OpenAI Service”.

Fig. The Bring Your Own LLM section on the LLM Integrations tab.

More information: Configure LLM Integration, LLM Usage Dashboard and View Error Logs (Knowbler)

Support for Gemini

Knowbler now supports the Gemini LLM, adding another option to the "Bring Your Own LLM" platform. It is a powerful LLM for your applications.

Fig. The Bring Your Own LLM section on the LLM Integrations tab.

More information: Configure LLM Integration, LLM Usage Dashboard and View Error Logs (Knowbler)

New Features in ServiceNow

Knowbler for ServiceNow will now alert the agents if they are trying to save or publish an article with duplicate content. The admins can decide the threshold after which an article will be considered a duplicate.

The Share via Email feature is available in ServiceNow.

Automatically Attach Articles to Original Cases When Published has been introduced in ServiceNow. When a Knowbler admin turns on this feature, the agents can schedule articles for attachment. The articles are automatically attached when published for the cases for which they were created.

More information: Knowbler for Agents in ServiceNow