Knowbler Release Notes (Q3 ‘25)

The third quarterly release of Knowbler in 2025 is out, and it’s packed with impactful features to make knowledge search and management easier.

Key Highlights

  • Federated Search for Salesforce

  • Enhanced reviewer mode for Zendesk

  • Retire articles in ServiceNow

Salesforce: Get Articles from Multiple Sources with Federated Search

Support agents working in Knowbler for Salesforce Knowledge can now find knowledge articles hosted not just on Salesforce, but on other platforms as well. Once the Search Adapter is configured and activated in Knowbler, support agents are more likely to find existing knowledge articles. With the Search Adapter, agents can avoid creating duplicate knowledge and close cases faster by sharing existing help articles.

To switch from Knowbler Search to Federated Search, all the agents have to do is click the SearchUnify icon on the left of the search box as shown in the image below.

Note: The switch function is available only when the Search Adapter has been configured and activated.

Fig. A snapshot of Federated Search in Knowbler with Switch-to-Knowbler-Search button highlighted.

More information: Knowbler for Agents in Salesforce

Enhanced Content Review Process in Zendesk

The content review process in Zendesk is enhanced to provide more capabilities to content reviewers. These enhancements were first introduced for Salesforce in the Q4 '24 release and are now available in Zendesk.

Based on their access settings, content reviewers can publish articles directly or send them back to the agent for further updates after review.

The updated filter options allow content reviewers to:

  • Sort articles based on their review or evaluation status

  • View articles submitted by agents for review

  • View articles already evaluated by content reviewers

Fig. A snapshot of the filters for Content Reviewers.

More information: Content Reviewers: Rate Knowledge Articles in a Service Desk

ServiceNow: Retire Knowledge Articles

Agents working in ServiceNow and Knowbler admins can now retire knowledge articles from:

  • Knowbler app in Salesforce

    Fig. A snapshot of the Archive Article button in ServiceNow.

  • Low Impact KB Articles report in their Knowbler instance

To remove the articles, agents and admins must have the permission to retire articles in ServiceNow.

The archived articles are:

More information: Knowbler for Agents in ServiceNow and Monitor Knowbler Adoption with Analytics