---
sourceDocument: Brazil ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/servicenow-platform

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Knowledge article templates

# Knowledge article templates {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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## Summary of Knowledge article templates

Knowledge article templates provide a consistent and structured format for creating knowledge articles in ServiceNow.
These templates contain predefined fields arranged in a specific order, helping authors create uniform content.
The feature is managed by knowledge administrators and security administrators, and is available to authors for article creation.
Show full answer Show less  

## Key Features

* **Template Management:** Knowledge administrators (with the *knowledgeadmin* role) can create, customize, activate, or deactivate article templates via *Knowledge \> Administration \> Article Templates*.
* **Field-Level Security:** Security administrators (with the *securityadmin* role) can configure visibility of template fields for specific users.
* **Predefined Templates:** Includes standard, How To, What Is, FAQ, and KCS article templates, each with specific fields tailored to different article types.
* **Template Association:** Templates must be activated and linked to knowledge bases to appear as options for authors during article creation.
* **Underlying Data Structure:** Template structures are stored in *kbarticletemplate* , and their fields in *kbarticletemplatedefinition*.
* **Activation:** The feature is enabled via the *Knowledge Management Advanced (com.snc.knowledgeadvanced)* plugin, which then allows article template selection when creating articles.
* **Non-deletable Templates:** Article templates cannot be deleted due to dependencies on child tables; instead, templates can be deactivated by clearing their Active status.

## Key Outcomes

* **Consistent Article Creation:** Templates ensure knowledge articles follow a standardized layout, improving readability and maintainability.
* **Controlled Field Visibility:** Field-level security enables customized access, ensuring sensitive information is shown only to authorized users.
* **Seamless Upgrade Experience:** When upgrading Knowledge Management (e.g., from Jakarta to Kingston releases), existing articles automatically adopt the upgraded version's standard template.
* **Flexible Template Usage:** Authors can select from active templates associated with their knowledge bases, or rely on the always-available standard template if no templates are activated.  
Article templates have pre-defined fields structured in a specific order. These
templates help create a consistent structure for knowledge articles.

Using the Knowledge Article Templates feature, as a knowledge administrator (a user with
knowledge_admin role), you can create article templates, add or customize fields in a
template, and activate or deactivate a template.

As a security administrator (a user with security_admin role), you can configure field-level
security in any template to make it visible to specific users.

As an author, you can create articles using pre-defined article templates or any newly
created article templates.

## Pre-defined knowledge article templates {#knowledge-article-templates__section_x3w_kx1_zbb}

Use either the standard template or one of the pre-defined How To, What Is, FAQ or KCS
article templates.  
Note:  
When you upgrade Knowledge Management to Kingston or later releases, all the
existing articles from the earlier version automatically use the standard template of
the upgraded version. For example, if you upgrade Knowledge Management from
Jakarta to Kingston, all existing articles use the standard template available in the
Kingston version.

All pre-defined templates are inactive by default. If you do not activate a template,
the articles automatically use the standard template. As a knowledge admin, you can
activate a template by navigating to KnowledgeAdministrationArticle Templates. Then in the article template list, set the Active

field to true for one or more templates you would like to activate.

Templates are associated with knowledge bases. Only templates which are active and associated with a knowledge base are shown.

The template structure is stored in kb_article_template while the fields for each template are stored in kb_article_template_definition. For creating and manipulating templates navigate to KnowledgeAdministrationArticle Templates.

The table below lists the fields available in each template and the name of the template
table.  
{#knowledge-article-templates__table_mqs_grq_lbb__entry__4}

| Template name | Template fields | Maps to table | SEO Description Tag |
|-|-|-|-|
| FAQ | * Question * Answer {#knowledge-article-templates__ul_nqs_grq_lbb} | FAQ \[kb_template_faq\] | Question |
| How To | * Introduction * Instructions {#knowledge-article-templates__ul_ww3_rtq_lbb} | How To \[kb_template_how_to\] | Introduction |
| What Is | * Introduction * Explanation {#knowledge-article-templates__ul_yhv_b5q_lbb} | What Is \[kb_template_what_is\] | Introduction |
| KCS Article | * Issue * Environment * Cause * Resolution {#knowledge-article-templates__ul_p5g_r5q_lbb} | KCS Article \[kb_template_kcs_article\] | Issue |
| Standard | Text | kb_knowledge | Text |
[Table 1. Pre-defined knowledge article templates]

{#knowledge-article-templates__table_mqs_grq_lbb}

## Activating knowledge article templates {#knowledge-article-templates__section_jr1_bmk_tbb}

The Knowledge Article Templates feature is activated with the Knowledge Management Advanced (com.snc.knowledge_advanced) plugin. After the feature is activated, when creating an article, option to choose a template for the
article appears. For details, see [Activate the Knowledge Management Advanced plugin](https://www.servicenow.com/docs/NWNIFeOw9XdfiTVY~kIxEw "Activate the Knowledge Management Advanced plugin (com.snc.knowledge_advanced) to enable advanced features for Knowledge Management.").

## Deactivating knowledge article templates {#knowledge-article-templates__section_yvj_xyh_f3b}

You cannot delete an article template because article templates have an associated child
table. Deleting a template would also require deleting the child table. Due to the
limitations on dropping tables, article templates and template columns are explicitly made
non-deletable. Instead, you can disable the Knowledge Article Templates feature by clearing
the Active check box on the Article Template form.  
Note:  
The Standard template is available by default and can't be made inactive.
**Related concepts**   

* [Configure knowledge article templates](https://www.servicenow.com/docs/gDd_50xZLAPIOK4ORP9qFQ "Configure knowledge article templates to customize and display content as per your requirements.")

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