Exploring ServiceNow Otto in Knowledge Management

---
title: Exploring ServiceNow Otto in Knowledge Management
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/servicenow-platform/now-assist-in-knowledge-management/exploring-now-assist-KM.html
release: brazil
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]
---

# Exploring ServiceNow Otto in Knowledge Management

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.

## ServiceNow Otto in Knowledge Management overview

After activation and configuration, ServiceNow Otto in Knowledge Management provides agents with the following generative AI capabilities:

-   Agents can generate articles from the ServiceNow Otto panel.

-   Agents can generate articles from their respective configurable workspace.

-   Agents can edit and publish articles in the knowledge base.


## ServiceNow Otto in Knowledge Management skills

The ServiceNow Otto in Knowledge Management application includes KB generation skills that enable agents to generate knowledge articles when working on a case or incident. Agents can document resolutions using generative AI features in Knowledge Management and share them with customers to address their queries and issues.

## ServiceNow Otto panel

Agents can use the ServiceNow Otto panel available in their workspace. This conversational interface lets agents generate a knowledge article related to a case or incident. For more information about the panel, see [ServiceNow Otto panel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/now-assist-panel-overview.md).

**Related topics**  


[bundle-csm.Now-Assist-generate-article-csm-workspace]

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[Configuring the KB generation skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/servicenow-platform/now-assist-in-knowledge-management/Now-Assist-configuring-km-skills.md)

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[Configure and activate the identify duplicate articles skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/servicenow-platform/now-assist-in-knowledge-management/Now-Assist-configuring-identify-duplicate-article-skill.md)

[Configure Article Optimization skill and prompts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/servicenow-platform/now-assist-in-knowledge-management/configure-kc-AO-skill.md)

[Configure custom AI-based Article Optimization scans](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/servicenow-platform/now-assist-in-knowledge-management/configure-custom-ai-based-AO-scans.md)

[Configure skills for potential gaps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/servicenow-platform/now-assist-in-knowledge-management/configure-na-km.md)

[Configure AI skills for merging articles](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/servicenow-platform/now-assist-in-knowledge-management/configure-merge-article.md)

[Enable multilingual service in ServiceNow Otto](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/servicenow-platform/now-assist-in-knowledge-management/Now-assist-enable-multilingual-service.md)

[Enable article optimization recommendations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/servicenow-platform/now-assist-in-knowledge-management/enable-ao-recommendations.md)