Automating Knowledge Base Migration and Creation into ServiceNow(AI or NON AI)

[mravulakolu]

Hi Community,

Our organization is currently moving from a legacy platform (non-ServiceNow) to ServiceNow, and we need to migrate/create a large number of Knowledge Base in ServiceNow.

Instead of creating KB bases manually one by one, we are looking for ways to automate the process — either using AI capabilities or non-AI approaches.

Current Scenario:

• Existing knowledge bases and articles already exist in another platform

• We want to migrate and create them efficiently in ServiceNow

• Goal is to reduce manual effort, formatting work, and repetitive tasks

Questions:

• Has anyone used AI/GenAI to clean up or standardize KB content before importing?

We would appreciate any architecture suggestions, lessons learned, or implementation experiences from similar migrations.

Thanks in advance!

[vaishali231]

hey @mravulakolu 

In general, I would not recommend using the Business Structure field to identify government agencies.

The purpose of the Business Structure field is typically to represent the legal structure of an organization, such as:

Corporation (C Corp, S Corp, Nonprofit)

LLC

Partnership

Sole Proprietorship

Government entities do not naturally fit into these classifications, so adding values such as Public Sector or Government Agency may blur the distinction between legal structure and organizational classification.

I also agree that Industry is not the best fit. Industry is generally intended to represent an organization's economic sector (Healthcare, Telecommunications, Banking, Manufacturing, etc.), rather than whether it is a government or private organization.

Recommended Approach

Maintain separate attributes for:

1. Business Structure – Legal entity type
2. Industry – Economic sector
3. Organization Classification / Account Type – Government, Commercial, Nonprofit, Education, etc.

Example:

Field	Value
Account Name	Department of Transportation
Industry	Public Administration
Account Type	Government

Or:

Field	Value
Account Name	State Health Department
Industry	Healthcare
Account Type	Government

This approach provides cleaner reporting, segmentation, integrations, and future scalability.

For CSM Implementations

If you're using the standard Account table in CSM, consider adding a dedicated field such as:

1. Account Type
2. Customer Type
3. Organization Type
4. Sector

with values like:

1. Commercial
2. Government
3. Nonprofit
4. Education

Overall, I would keep Business Structure focused on legal entity definitions and use a separate classification field to identify Public Sector or Government accounts.

*************************************************************************************************************************************

If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh

Servicenow Developer
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb

[vaishali231]

hey @mravulakolu 

Hope you are doing well.

Did my previous reply answer your question?

If it was helpful, please mark it as correct ✓ and close the thread . This will help other readers find the solution more easily.

Thankyou & Regards

Vaishali Singh

Servicenow Developer
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb

[Tanushree Maiti]

Hi @mravulakolu 

Refer KB: KB3011834 Migration of a large amount of knowledge based articles 

Can we move knowledge article from one instance to another via xml ? 

https://www.servicenow.com/community/developer-forum/how-to-move-kb-articles-from-one-instance-to-ot...