ServiceNow Otto in Knowledge Management
Use ServiceNow ServiceNow Otto in Knowledge Management to generate a knowledge article for a case or incident via the ServiceNow Otto panel, classic environment, or the respective configurable workspace. Agents can use these articles to propose quicker resolutions to customers.
Get started
- Knowledge Management community forum
- Search the Known Error Portal for known error articles
- Contact Customer Service and Support
AI limitations
This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.
Data processing
This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.
Data collection
ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the AI Opt-Out page.
For more information, see the ServiceNow AI documentation.
--- title: ServiceNow Otto in Knowledge Management description: Use ServiceNow ServiceNow Otto in Knowledge Management to generate a knowledge article for a case or incident via the ServiceNow Otto panel, classic environment, or the respective configurable workspace. Agents can use these articles to propose quicker resolutions to customers. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/servicenow-platform/now-assist-in-knowledge-management/now-assist-knowledge-management.html release: australia product: Now Assist in Knowledge Management classification: now-assist-in-knowledge-management topic_type: reference last_updated: "2026-09-10" reading_time_minutes: 3 breadcrumb: [Manage content capabilities, Extend ServiceNow AI Platform capabilities] --- # ServiceNow Otto in Knowledge Management Use ServiceNow ServiceNow Otto in Knowledge Management to generate a knowledge article for a case or incident via the ServiceNow Otto panel, classic environment, or the respective configurable workspace. Agents can use these articles to propose quicker resolutions to customers. ## Get started <table id="table_xbm_vww_m1c" class="nav-card"><tbody><tr><td> [Explore\[Omitted image "bus-explore.svg"\] Alt text:Learn about the generative AI skills available in ServiceNow Otto in Knowledge Management.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/now-assist-in-knowledge-management/exploring-now-assist-KM.md) </td><td> [Configure\[Omitted image "bus-sdlc.svg"\] Alt text:Activate ServiceNow Otto in Knowledge Management and configure the generative AI skills.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/now-assist-in-knowledge-management/configuring-now-assist-km.md) </td><td> [Use\[Omitted image "bus-person.svg"\] Alt text:Generate articles with ServiceNow Otto in Knowledge Management.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/now-assist-in-knowledge-management/using-now-assist-in-km.md) </td></tr></tbody> </table>## Troubleshoot and get help - [Knowledge Management community forum](https://www.servicenow.com/community/knowledge-management/ct-p/knowledge-management) - [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477) - [Contact Customer Service and Support](https://support.servicenow.com/now?draw=case) ## AI limitations This application uses artificial intelligence \(AI\) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by [ServiceNow’s AI Acceptable Use Policy](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow. ## Data processing This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our [CORE Compliance Portal](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067). ## Data collection ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the [AI Opt-Out page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/opt-out-of-data-sharing-for-now-assist.md). For more information, see the [ServiceNow AI documentation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/ai-products.md).
| title | ServiceNow Otto in Knowledge Management |
| description | Use ServiceNow ServiceNow Otto in Knowledge Management to generate a knowledge article for a case or incident via the ServiceNow Otto panel, classic environment, or the respective configurable workspace. Agents can use these articles to propose quicker resolutions to customers. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/servicenow-platform/now-assist-in-knowledge-management/now-assist-knowledge-management.html |
| release | australia |
| product | Now Assist in Knowledge Management |
| classification | now-assist-in-knowledge-management |
| topic_type | reference |
| last_updated | 2026-09-10 |
| reading_time_minutes | 3 |
| breadcrumb | Manage content capabilitiesExtend ServiceNow AI Platform capabilities |