ServiceNow Otto for CSM - Knowledge Generation

[FernandoCastro]

Knowledge Generation skills empowers customer service agents to automatically create knowledge article drafts directly from resolved cases and helps support functions to reduce writer's block for new topics and articles to share with customers or contact centers. The skill uses inputs like resolution notes, chat transcripts, and case details to structure by creating an informed draft article that agents can quickly review, edit, and publish (directly or indirectly depending on your Knowledge publishing flow).

This supports continuous learning across teams, speeds up article creation in different knowledge bases or templates, and improves overall service quality, while accelerating the knowledge lifecycle, capturing key problem-solving steps, and supporting faster onboarding and continuous improvement.

Along with Knowledge Generation, the Knowledge content recommendation skill is an optional yet useful complementary platform skill that helps elaborate or shorten text and refine tone in Knowledge Base articles with the Now Assist Context Menu (NACM).

Key Capabilities

• Draft Article from Case
  Customer service agents can launch article generation directly from the case record after resolution. The skill structures the content into standard template article sections like summary, cause, and resolution.

• Configurable Skill Activation
  Admins can enable or restrict the skill using the Now Assist Panel. Permissions can be applied by role, case state, or other criteria.

• Context-Aware Drafting
  The generative AI skill uses existing case fields to populate content with minimal manual input, aligning with your organization's KB template and tone.

Implementation

• Prerequisites 

  • Knowledge Management workflows should be configured

  • KCS Plugin must be enabled to integrate with knowledge workflows and article templates

  • AI Search and Now Assist for CSM must be installed

• Configure Knowledge Generation Skill
• Using Knowledge Generation Skill

• Configure skill for NACM
• Edit an article using NACM
• Identify and review duplicate knowledge articles
• Generate a Knowledge article using multi-language support
• Generate a Knowledge article using Now Assist panel

 

• Customize skill in CSM (similar steps as Case Summarization)

Key Best Practices

• Make sure agents finalize resolution details before triggering article generation

• Review draft articles for tone, accuracy, and compliance with publishing standards

• Align article sections with the organization’s knowledge taxonomy and templates

• Track feedback on generated content to inform continuous improvement

• Collaborate with knowledge managers to review drafts before publishing

• Handling Customization Scenarios Around Now Assist KB Generation skill

Formal Learning

Now Learning: Now Assist for CSM Essentials Path

SNU's Now Assist Acceleration Bundle: Knowledge Management 

Measured Success

Outcome	How It Supports the Customer Service Team	Key Metric
Faster knowledge capture	Agents generate usable drafts without starting from scratch	Avg. time to create draft (in minutes)
Improved article coverage	More resolutions are documented in real time during the case closure process	% of resolved cases generating articles
More efficient use of agent time	Reduces manual documentation work and speeds up publishing	Hours saved per agent per month
Standardized content format	Articles follow pre-configured templates and tone	% of articles accepted without revision
Continuous knowledge loop	Drafts become inputs for future training and automation	Article feedback score or reuse frequency
Self-service from customers	Number of articles available for customers that are deemed useful and with positive feedback	% of articles reviewed by customers # of cases deflected CSAT

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Frequently Asked Questions

How do agents launch the feature?

Agents click the Create Knowledge button on the case record. The generative AI skill then opens a draft based on the current case content. They can also use Now Assist Panel to trigger this.

Can we modify which fields are used in the draft?

The skill uses default fields like short description and resolution notes. The input can be customized through Now Assist Skill Kit integration.

Does this work with case types?

This skill supports the standard CSM case table. Use on custom tables will need duplication of skill in the Admin Console and changes in the input and output via Now Assist Skill Kit.

How do I track usage and quality?

Use the Now Assist Admin Console to monitor usage metrics. You can also set up reports or dashboards to track generated articles and feedback scores. Leverage also the OOTB reports from the Knowledge Management console in terms of customer usage and adoption

[George_1]

@FernandoCastro - Great info, also is there a way to extend it to HR request table the article generation; which is a custom table.

[Kailash Bhange]

Hi George,

Not directly with the OOB skill. The KB generation skill is tied to a fixed input table per product (Case for CSM, HR Case for HRSD), and when you use "Make a copy" on the skill, the input table and input fields are read-only. The HR version is also documented as working on the sn_hr_core_case table itself, not its extended tables.

You have two options:

1. Use the OOB HR skill. If your HR requests can be handled as HR cases (sn_hr_core_case), you get KB generation from HR Agent Workspace (More actions > Create Knowledge) with no build.

2. Build a custom skill for the custom table with Now Assist Skill Kit:
a. Create a skill whose input is a record from your custom table.
b. In the prompt, pass the fields that carry the knowledge (short description, description, comments/work notes, resolution) and ask for output in your KB article template format (for example KCS: issue / environment / cause / resolution).
c. Call the skill from a UI action or a flow on close, and write the output into a draft kb_knowledge record in the right knowledge base, so it still goes through your KB review/publish workflow.
d. Restrict it with roles and conditions (for example only on Closed Complete records).

Things to keep in mind:
- Custom skills use your Now Assist assist entitlement, so check licensing with your account team.
- Keep sensitive HR data out of the prompt (or mask it), and limit the target KB with user criteria.
- Behaviour differs by release and Otto/Now Assist plugin version, so check the docs for your version first.

If this helps, please mark it helpful.