Configure the KB generation skill

---
title: Configure the KB generation skill
description: Configure the KB generation skill that agents can use to draft a knowledge article with ServiceNow Otto.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/field-service-management/work-order-management/configure-the-kb-generation-skill.html
release: brazil
product: Work Order Management
classification: work-order-management
topic_type: task
last_updated: "2026-11-06"
reading_time_minutes: 1
breadcrumb: [Configure, Set up work orders and tasks, Configure, Field Service Management]
---

# Configure the KB generation skill

Configure the KB generation skill that agents can use to draft a knowledge article with ServiceNow Otto®.

## Before you begin

Role required: wm\_admin

## About this task

To allow agents to generate knowledge articles for work orders in a closed complete or closed incomplete state, you configure the KB generation skill. This configuration involves three key steps: Enable the Now Assist panel, activate the FSM knowledge skill, and turn on the Now Assist for Platform knowledge skill. Follow these steps to ensure your KB generation skill is set up correctly.

## Procedure

1.  Navigate to **All** > **AI Admin Hub** > **Experiences** to access the ServiceNow Otto® panel tab of the AI Admin Hub console.

2.  In the summary section, select **Turn on**.

3.  Select **Go to features and skills**.

4.  In the Customer workflow group, select **FSM**.

5.  On the **Knowledge** feature card, select **View details**.

6.  In the All available knowledge skills section, select **Activate skill**.

7.  Select where you want to display the KB generation skill by toggling the Display switch.

    You can select In-product, Now Assist panel, or both.

    -   **In-product**: When selected, Now Assist skills are displayed on forms and workspaces. Select the arrow next to the toggle switch to define the roles that can use this skill in-product.
    -   **Servicenow Otto panel**: When selected, ServiceNow Otto® skills are available in the ServiceNow Otto® panel. Select the arrow next to the toggle switch to define roles that can use this skill in the ServiceNow Otto® panel.

        **Note:** If you don't see the ServiceNow Otto® panel toggle, go back to step 1 to enable it.

8.  Select **Save and continue** to go to the next step.

9.  Review your choices and select **Activate**.

10. Return to Knowledge.

11. Select the Platform workflow.

12. On the **Knowledge** feature card, select **View details**.

13. In the All available knowledge skills section, select **Activate skill**.

14. Select **In-product desktop** by toggling the Display switch.

15. Select **Save and continue** to go to the next step.

16. Review your choices and select **Activate** to complete the configuration.