Creating and maintaining articles

Share your ideas and experience by creating a knowledge article. Review and provide feedback on knowledge articles, and resolve issues yourselves rather than contacting customer service or an internal helpdesk.

Create a knowledge article
Knowledge contributors can create and edit knowledge articles within a knowledge base to share information across your organization.
Edit a knowledge article
Edit knowledge articles within a knowledge base to update information shared across your organization.
Map related articles
Discover similar information across articles on a topic while viewing an article. You can manually map related articles or have the application automatically present related articles using machine learning (ML) algorithms.
Map catalog items related to an article
Manually map catalog items related to a knowledge article to enable employees to request the related product or service.
Schedule a knowledge article for publishing
Set a specific time and day for a knowledge article to be published automatically.
Recall an article that is being reviewed
Recall an article that is being reviewed to make additional changes.
Approve an article that is being reviewed
Approve an article that is being reviewed and create a new published version.
Retire a knowledge article
Initiate the retirement workflow to retire a knowledge article. Knowledge base owners and managers can view articles after they are retired but cannot search for retired articles on the Knowledge homepage and portal.
Republish a retired article
Instantly republish a retired article.
Move a knowledge article
You can move articles between knowledge bases.
Comment on a knowledge article
Comment on a knowledge article or reply to a comment.
Create knowledge from incident or problem
Create a knowledge article, so the next time the issue comes up the resolution is easy to find.
Create an article version by importing a Word document
Import a Word document to a knowledge article to create a new version.
Using human readable URLs for the Knowledge article page
Human readable URLs include more readable keywords to the URL structure.
Select a knowledge article category
Knowledge articles within a knowledge base are grouped by category. These groups can help you define the knowledge base taxonomy, and can help users find articles within that knowledge base.
Associate a knowledge article with a taxonomy category
Associate a knowledge article with a taxonomy topics to create a uniform classification structure across different kinds of content.
Create a knowledge article from a customer service case
Reuse information from a customer service case by creating knowledge articles from cases.
Provide feedback on knowledge articles
You can view and contribute to feedback on knowledge articles.

Parent Topic:Knowledge Management

title	Creating and maintaining articles
description	Share your ideas and experience by creating a knowledge article. Review and provide feedback on knowledge articles, and resolve issues yourselves rather than contacting customer service or an internal helpdesk.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/australia/servicenow-platform/knowledge-management/creating-and-maintaining-articles.html
release	australia
product	Knowledge Management
classification	knowledge-management
topic_type	concept
last_updated	2026-09-10
reading_time_minutes	2
breadcrumb	Knowledge ManagementManage content capabilitiesExtend ServiceNow AI Platform capabilities