Knowledge Center article editor

concept brazil Updated Sep 10, 2026 3 min read kc-article-editor.md
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The Knowledge Center article editor has editing tools that help in formatting knowledge article content such as text, images, and media.

The toolbar within the article editor contains an array of icons that enable you to edit and format the text content of your knowledge article. You can also use the editor to add images, links, audio, and video to the knowledge article.

You can perform the following functions using the article editor:

  • Review and edit knowledge article record metadata such as short description (title), knowledge base, and valid to date.
  • Preview the article layout on different screen views such as desktop, mobile, and tablets.
  • Toggle component outlines, undo, or redo changes and clear the content.
  • Drag blocks of columns, text, images, tables, and video into the editing area and format them using settings.
  • Insert knowledge blocks into the article body. Knowledge blocks are reusable content snippets that exist as separate records from knowledge articles. The list displays blocks related to the current article by default, with options for advanced search using additional conditions. Authors can create knowledge blocks directly from the editor.
  • Use inline text formatting tools such as bold, alignment, font, color, headings, links, and lists to enhance content presentation.
  • Use ServiceNow Otto for AI-powered content creation and editing, including open prompt commands for text manipulation. Create knowledge articles using from content stored in an external Box account.
  • Use article templates for layout/sections and form templates for default content.
  • Use the word count indicator, visible next to the article editor size controls to see the total number of words in the article, as you write. It helps in staying within recommended limits. This feature supports the article length scan, which evaluates article length automatically as content is edited and saved.

The article editor also has a side panel that lets you monitor and manage article quality. It displays the following icons that open cards with details on content quality findings:

  • Article Overview - Gives an overview of the article quality and the following metrics:
    • Duplicate content - Detects duplicate content and lists similar articles within the knowledge base.
    • Article health score - Reflects your article's overall quality based on content and duplicate scores. View Score Factors detailed in Article Health Score and Duplicate Score, and improve it by fixing the identified issues. For more information see, Knowledge Health score.
    • Usage insights - View metrics on AI content references (how often AI uses this article to generate Genius results), Article views count, and how often it's Attached to cases and incidents to resolve work.
    • Article Optimization - View content related issues and fix them to increase your article score.
  • Article Optimization - View content quality issues and a Stale or expiring Article card with the last update date and validity status.
  • Health Score - View the overall article health score. It has two cards - one with parameters for Article Optimization scores, and the other with Duplicate score that lists all the potential duplicate articles. For more information see, Article health score.
  • Attachments - Link reference files (Max. 1024 MB) to the article.
  • Templates - Create article templates using the template creation form and save them for future use.
Keywords article optimizationKnowledge Center
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