Knowledge management

reference australia Updated Sep 10, 2026 1 min read ia-knowledge-mgmt.md

Configure a self-service platform for users to store, share and manage content.

Implement the following steps to complete the configuration:

Set up a knowledge base: Configure the knowledge base to define where articles are stored, how content is structured, and who can access it. Select Set up to start setting up the Knowledge base.
Review the flows: Define and configure workflows for article creation, review, approval, and publication, including approval stages and reviewer assignments. Select Review to start reviewing the flow.
Article templates: Predefined forms provide a consistent content structure by enabling authors to create articles using standard fields such as Problem and Solution. Select Review to start reviewing the article templates.
Add knowledge base articles: Create and manage knowledge articles to continuously enhance the self-service knowledge base. Select Import articles to start importing the knowledge base articles.

See Knowledge Management for more information.

Parent Topic:Configure the Platform module in ServiceNow Otto for Setup

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---
title: Knowledge management
description: Configure a self-service platform for users to store, share and manage content.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/platform-administration/ia-knowledge-mgmt.html
release: australia
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure the Platform module, Configure, ServiceNow Otto for Setup, Get started, Administer the ServiceNow AI Platform]
---

# Knowledge management

Configure a self-service platform for users to store, share and manage content.

Implement the following steps to complete the configuration:

1. Set up a knowledge base: Configure the knowledge base to define where articles are stored, how content is structured, and who can access it. Select **Set up** to start setting up the Knowledge base.
2. Review the flows: Define and configure workflows for article creation, review, approval, and publication, including approval stages and reviewer assignments. Select **Review** to start reviewing the flow.
3. Article templates: Predefined forms provide a consistent content structure by enabling authors to create articles using standard fields such as Problem and Solution. Select **Review** to start reviewing the article templates.
4. Add knowledge base articles: Create and manage knowledge articles to continuously enhance the self-service knowledge base. Select **Import articles** to start importing the knowledge base articles.

See [Knowledge Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/servicenow-platform/knowledge-management.md) for more information.

**Parent Topic:**[Configure the Platform module in ServiceNow Otto for Setup](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/platform-administration/ia-config-platform-il.md)