How do we generate a knowledge article using AI with the standard template?

[Stacey9]

We are currently working to enable the generation of knowledge articles in ServiceNow using the Now Assist AI 'Create Knowledge' option from Incidents and Cases. We have this working with the KCS Article template but not the Standard Article template and I was wondering if we are missing some setting or step to enable this.

The documentation includes instructions and screenshots here https://www.servicenow.com/docs/bundle/xanadu-it-service-management/page/product/knowledge-managemen... which show using the Standard Article template, but I'm struggling to find where or what we need to do to get this working.

[Dr Atul G- LNG · Accepted solution]

Hi @Stacey9 

Sometimes, repairing the plugins resolves the issue. Try repairing the respective plugin and test again. If the issue persists and the OOTB functionality is still not working, log a ServiceNow support case.

[Stacey9]

You've right. I logged a support case for this one and it turns out we are meant to be able to use both and with future releases have more OOTB templates and even custom templates work with Now Assist.

[Ankur Bawiskar]

@Stacey9 

Documentation for Now Assist is very limited. Unless somebody has implemented it we won't know which feature works and which has a limitation.

It could be a limitation.

If my response helped please mark it correct and close the thread so that it benefits future readers.