Configuring ServiceNow Otto in Knowledge Management

---
title: Configuring ServiceNow Otto in Knowledge Management
description: Admins can configure ServiceNow Otto in the Knowledge Management application, enabling agents to use generative AI skills in their workspace and the classic environment.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/servicenow-platform/now-assist-in-knowledge-management/configuring-now-assist-km.html
release: australia
product: Now Assist in Knowledge Management
classification: now-assist-in-knowledge-management
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [ServiceNow Otto in Knowledge Management, Manage content capabilities, Extend ServiceNow AI Platform capabilities]
---

# Configuring ServiceNow Otto in Knowledge Management

Admins can configure ServiceNow Otto in the Knowledge Management application, enabling agents to use generative AI skills in their workspace and the classic environment.

## Configuration overview

Configure how agents use generative AI capabilities to generate knowledge articles.

-   **[Configuring the KB generation skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/now-assist-in-knowledge-management/Now-Assist-configuring-km-skills.md)**  
Configure the KB generation skill that agents can use to draft a knowledge article with ServiceNow Otto.
-   **[Configure skill for the ServiceNow Otto context menu](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/now-assist-in-knowledge-management/Now-Assist-configuring-context-menu-skill.md)**  
Configure the knowledge content recommendation skill so that agents can use the ServiceNow Otto context menu to expand or shorten a knowledge article in TinyMCE. With the content editor in the Knowledge Center, agents can create and edit knowledge articles using custom instructions.
-   **[Configure custom prompts for knowledge article templates](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/now-assist-in-knowledge-management/Now-assist-configure-custom-prompts-for-templates.md)**  
ServiceNow Otto in Knowledge Management has extended the out-of-box \(OOB\) KB generation skill to create custom prompts for OOB and custom knowledge article templates.
-   **[Configure and activate the identify duplicate articles skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/now-assist-in-knowledge-management/Now-Assist-configuring-identify-duplicate-article-skill.md)**  
Configure the Knowledge content management skill to enable admins and managers to activate the identify duplicate articles skill in ServiceNow Otto.
-   **[Configure Article Optimization skill and prompts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/now-assist-in-knowledge-management/configure-kc-AO-skill.md)**  
Create custom prompts for the default Article Optimization \(AO\) skill in the Knowledge Center application and prompts using standalone custom skills.
-   **[Configure custom AI-based Article Optimization scans](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/now-assist-in-knowledge-management/configure-custom-ai-based-AO-scans.md)**  
The Out-of-Box \(OOB\) Knowledge Center settings provide default configurations for article optimization scans. However, you can customize scans for article optimization.
-   **[Configure skills for potential gaps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/now-assist-in-knowledge-management/configure-na-km.md)**  
The knowledge gaps feature identifies missing knowledge articles. Activate the Knowledge Gaps skill in the ServiceNow Otto AI Admin console before working with gaps.
-   **[Configure AI skills for merging articles](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/now-assist-in-knowledge-management/configure-merge-article.md)**  
To merge the duplicate knowledge articles, activate AI skills for merging the duplicate articles. Once configured, these skills enable the system to merge duplicate articles effectively, ensuring consistent and streamlined content management.
-   **[Enable multilingual service in ServiceNow Otto](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/now-assist-in-knowledge-management/Now-assist-enable-multilingual-service.md)**  
Enable multilingual service in the ServiceNow Otto AI Admin console for Knowledge Management to support different languages across third-party AI model providers. Select languages for each provider and enable native and dynamic translation support.
-   **[Enable article optimization recommendations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/now-assist-in-knowledge-management/enable-ao-recommendations.md)**  
Enable article optimization recommendations in ServiceNow Otto to activate AI-powered improvement suggestions for knowledge articles.

**Parent Topic:**[ServiceNow Otto in Knowledge Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/now-assist-in-knowledge-management/now-assist-knowledge-management.md)