Using ServiceNow Otto in Knowledge Management

---
title: Using ServiceNow Otto in Knowledge Management
description: ServiceNow Otto in Knowledge Management uses artificial intelligence \(AI\) to generate a knowledge article based on the resolution provided for a case or an incident.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/servicenow-platform/now-assist-in-knowledge-management/using-now-assist-in-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]
---

# Using ServiceNow Otto in Knowledge Management

ServiceNow Otto in Knowledge Management uses artificial intelligence \(AI\) to generate a knowledge article based on the resolution provided for a case or an incident.

## Generating knowledge articles

You can generate knowledge articles in ServiceNow Otto for Customer Service Management \(CSM\), ServiceNow Otto for IT Service Management \(ITSM\), ServiceNow Otto for HR Service Delivery \(HRSD\), and ServiceNow Otto for Field Service Management \(FSM\). For more information, see the following topics.

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-   [Generate knowledge article with ServiceNow Otto](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/field-service-management/na-fsm-generate-kb-article.md)
-   To generate knowledge articles based on cases or incidents from the ServiceNow Otto panel, see [Generate a Knowledge article from the ServiceNow Otto panel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/now-assist-in-knowledge-management/Now-Assist-generate-article-NApanel.md).
-   [Generate a Knowledge article from the classic environment with ServiceNow Otto](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/now-assist-in-knowledge-management/Now-Assist-generate-article-coreui.md).

-   **[Generate a Knowledge article from the ServiceNow Otto panel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/now-assist-in-knowledge-management/Now-Assist-generate-article-NApanel.md)**  
Generate a knowledge article for a case or an incident from the ServiceNow Otto panel.
-   **[Generate a Knowledge article from the classic environment with ServiceNow Otto](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/now-assist-in-knowledge-management/Now-Assist-generate-article-coreui.md)**  
As an author or agent, generate Knowledge articles using ServiceNow Otto on tasks within the classic environment.
-   **[Generate a Knowledge article using multi-language support](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/now-assist-in-knowledge-management/Now-Assist-generate-article-using-multilanguage-support.md)**  
ServiceNow Otto in Knowledge Management provides multi-language support for Knowledge article generation. As an agent, generate articles from incidents, cases, and other task types in languages other than English using a language selector configured by the admin.
-   **[Edit an article using the ServiceNow Otto context menu](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/now-assist-in-knowledge-management/Now-Assist-generate-article-using-context-menu.md)**  
Elaborate or shorten content within a Knowledge article using the ServiceNow Otto context menu to access generative AI capabilities in Knowledge Management.
-   **[Generate and edit articles using ServiceNow Otto in the Knowledge Center article editor](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/kc-article-editor.md)**  
This task explains how to create and improve a knowledge article with the Knowledge center article editor.
-   **[Identify and review duplicate Knowledge articles](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/now-assist-in-knowledge-management/Now-Assist-identify-and-review-duplicate-articles.md)**  
Review duplicate Knowledge articles using the identify and review duplicate articles feature in ServiceNow Otto.
-   **[Merge duplicate articles](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/now-assist-in-knowledge-management/merge-duplicate-articles.md)**  
Merge multiple duplicate knowledge articles into a single, consolidated article using ServiceNow Otto in Knowledge Management. This task helps knowledge managers reduce redundancy, preserve source article traceability, and verify readers access the most accurate and recent information.

**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)