--- sourceDocument: Australia ServiceNow AI Platform Capabilities sourceDocumentLink: https://www.servicenow.com/docs/r/servicenow-platform Release : - australia ft:locale : - en-US ft:publication_title : - Australia ServiceNow AI Platform Capabilities ft:clusterId : - platcap bundleId : - platcap workflow : - Platform --- # Knowledge blocks # Knowledge blocks {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Knowledge blocks Knowledge blocks are reusable content components within knowledge articles that allow content to be tailored and secured by user criteria. This means only users with specific roles or attributes can view particular blocks, enabling personalized and relevant information delivery within a single knowledge article. Knowledge blocks are supported exclusively in the ServiceNow AI Platform and must be enabled per knowledge base by a knowledge administrator or manager. Show full answer Show less ## Key Features * **User Criteria-Based Visibility:** Control who can view each knowledge block based on customizable user roles and criteria. * **Reusable Content:** Create blocks once and insert them into multiple articles to streamline content management. * **Support for Images and Text:** Blocks support text and images, but do not display attached files by default. * **Integration Capability:** Custom search or knowledge article viewers can be integrated with knowledge blocks via appropriate APIs for consistent content delivery. * **Activation and Dependencies:** Enabling knowledge blocks activates Knowledge Management Advanced features, such as article versioning, though versioning can be disabled if not needed. ## Practical Application Example For organizations with location-specific content needs, such as an enterprise HR department maintaining a holiday calendar, knowledge blocks allow creation of a single article with multiple location-specific sections secured by user criteria. This reduces the maintenance burden of multiple articles while ensuring employees only see relevant holiday information for their location. ## Key Outcomes * **Efficient Content Management:** Knowledge administrators and contributors can manage fewer articles with dynamic, role-based content visibility. * **Personalized User Experience:** Employees or end-users receive only the content pertinent to their role or location, improving information relevance and usability. * **Improved Search and Viewing:** When integrated properly, custom searches and viewers can respect knowledge block visibility, ensuring consistent content filtering across platforms. Knowledge blocks are reusable pieces of content secured by customizable user criteria that you can add to knowledge articles in a knowledge base. The user criteria determine which user roles can or can't read the block content in an article, enabling only relevant content to be visible to that user. Knowledge blocks are available for use in ServiceNow AI Platform only. ## How to use knowledge blocks {#knowledge-blocks__section_e3p_s3y_4fb} To use knowledge blocks, a knowledge administrator or manager must enable the knowledge blocks feature for each knowledge base in which the blocks will be used.{#knowledge-blocks__p_lg2_nfg_h1c} [Enable knowledge blocks for each knowledge base](https://www.servicenow.com/docs/R46uB1XQw0umyGTa_E9eSQ "Enable the knowledge blocks feature for each knowledge base where you plan to use the blocks. Once enabled, you can create knowledge blocks to add to knowledge articles within a knowledge base."){#knowledge-blocks__p_mg2_nfg_h1c} Knowledge contributors can create knowledge blocks and insert them into articles in a knowledge base:{#knowledge-blocks__p_ng2_nfg_h1c} Note: Knowledge blocks are not supported in articles of type wiki. By default, knowledge block doesn't show files attached to it. However, you can see images and text are visible on KB's created from block files. * [Create a knowledge block](https://www.servicenow.com/docs/HG2oZOJxNKeOvqjj~ACQjQ "Create or modify a knowledge block to define a reusable piece of content that can be inserted into knowledge articles in a knowledge base. The knowledge block is secured by user criteria, which controls what users, groups, roles, companies, locations, or departments can read or not read the content in an article or search, enabling users to more easily view content that is relevant to them.") * [Add knowledge blocks to a knowledge article](https://www.servicenow.com/docs/2ryNYEmHa6YmDY8XaXhjTg "You can insert one or more knowledge blocks into a knowledge article within a knowledge base. Each knowledge block is secured by user criteria, which controls who can read or not read the content in an article.") * [Preview a knowledge article with knowledge blocks by user or date](https://www.servicenow.com/docs/6it82JBoycvKeUIRsXz5eQ "Preview knowledge articles by user or date. For unpublished articles, impersonate different users to see how blocks display based on user criteria. For published articles, preview by user and date to see past versions.") {#knowledge-blocks__ul_tfw_j5k_ycb} Knowledge block content can be read or not read in an article or search based on user criteria set at the knowledge base and knowledge block level. See [Select user criteria for a knowledge block](https://www.servicenow.com/docs/qfjJ~nuhAyfBYtUf7wDI7Q "Control which users can read or not read knowledge block content within an article in a knowledge base by setting user criteria at the knowledge base and knowledge block level. As a knowledge contributor, you can apply user criteria at the knowledge block level.") for more information.{#knowledge-blocks__p_pg2_nfg_h1c} ## Holiday calendar with location-specific knowledge block content You are part of an enterprise HR organization that maintains a company knowledge base. You want to create a holiday calendar so that employees know which days of the year are company holidays. Since the company has multiple locations and holiday dates vary based on where the employee is located, there are several ways that you could create the knowledge article.{#knowledge-blocks__p_qg2_nfg_h1c} One way is that you could create a knowledge article for each location, with an article for Location A, Location B, and so on.{#knowledge-blocks__p_rg2_nfg_h1c} * Pros: simplified consumption. Employees have a single article to search for and read. * Cons: more work for HR. HR has multiple articles to manage and update for each location where the company has employees. {#knowledge-blocks__ul_nck_b41_2db} Another way is that you could create a single knowledge article that includes sections for each location.{#knowledge-blocks__p_sg2_nfg_h1c} * Pros: simplified authoring. HR has a single article to manage and update. * Cons: more work for employees. Employee must scroll through and disregard extraneous content to find the section in the article that pertains to them. {#knowledge-blocks__ul_t1v_b41_2db} With knowledge blocks, you can create a single knowledge article with location-specific block content secured by user criteria. This approach helps to reduce the workload for both HR and employees. As an HR agent, you have a single article to manage and update. Employees have a single article to search for and read, with the user criteria ensuring that they only view content that is relevant to them.{#knowledge-blocks__p_tg2_nfg_h1c} ## If you are using a custom search or knowledge article viewer {#knowledge-blocks__section_bwh_3vj_h2b} If you are using a custom search or knowledge article viewer with your application, you should integrate it with the appropriate knowledge or knowledge blocks API. (Integration is only necessary if you are using a custom search or knowledge article viewer.){#knowledge-blocks__p_ug2_nfg_h1c} [Integrating a custom search or knowledge article viewer with knowledge blocks](https://www.servicenow.com/docs/fJy~70LQa3Fpz3O8_7ld1Q "If you are using a custom search or knowledge article viewer with your application, you can integrate that custom search or viewer with the appropriate knowledge or knowledge blocks API."){#knowledge-blocks__p_vg2_nfg_h1c} ## Activation information {#knowledge-blocks__section_kzl_3vj_h2b} To use knowledge blocks in your application, you must [activate knowledge blocks](https://www.servicenow.com/docs/0n8EwrU72nubrezXsKC2aw "You can activate knowledge blocks [com.snc.knowledge_blocks] if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active."). For information on what components are installed with the feature, see [Components installed with knowledge blocks](https://www.servicenow.com/docs/4InSFhV0jxXKwbNIgqFYTA "Several types of components are installed with activation of the knowledge blocks plugin, including tables.").{#knowledge-blocks__p_wg2_nfg_h1c} Note: Activating knowledge blocks automatically activates Knowledge Management Advanced, which enables advanced features such as article versioning. Knowledge blocks can be used with or without the article versioning feature. To disable the feature, see [Disable the article versioning feature](https://www.servicenow.com/docs/U4APia4COPlQjYRStgHIjw "Users with the system administrator role can disable the article versioning feature by setting a property.").