Now Assist In Knowledge Management

Activate the Knowledge Center Article Optimization skill to enable article optimization features for generating knowledge articles in the Knowledge Center.

The Out-of-Box (OOB) Knowledge Center settings provide default configurations for article optimization scans. However, you can customize scans for article optimization.

Create custom prompts for the default Article Optimization (AO) skill in the Knowledge Center application and prompts using standalone custom skills.

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.

The knowledge gaps feature identifies missing knowledge articles. Activate the Knowledge Gaps skill in the ServiceNow Otto AI Admin console before working with gaps.

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

Enable article optimization recommendations in ServiceNow Otto to activate AI-powered improvement suggestions for knowledge articles.

ServiceNow Otto in Knowledge Management enables agents to generate, edit, and publish knowledge articles from a case or incident using the ServiceNow Otto panel, classic environment, and configurable workspace.

Guidelines for writing prompts for out-of-box (OOB) and custom knowledge article templates to optimize the use of AI models for generating knowledge articles.

This task explains how to create and improve a knowledge article with the Knowledge center article editor.

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.

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 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 the Knowledge content management skill to enable admins and managers to activate the identify duplicate articles skill in ServiceNow Otto.

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

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.

As an author or agent, generate Knowledge articles using ServiceNow Otto on tasks within the classic environment.

Generate a knowledge article for a case or an incident from the ServiceNow Otto panel.

Elaborate or shorten content within a Knowledge article using the ServiceNow Otto context menu to access generative AI capabilities in Knowledge Management.

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.

Review duplicate Knowledge articles using the identify and review duplicate articles feature in ServiceNow Otto.

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.

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.