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

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Creating and maintaining articles

# Creating and maintaining articles {#ariaid-title1}

Release version: Zurich  
Updated July 31, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Share your ideas and experience by creating a knowledge article. Review and provide feedback on knowledge articles, and resolve issues yourselves rather than contacting customer service or an internal helpdesk.
* **[Create a knowledge article](https://www.servicenow.com/docs/f6~ARsdivjsjTvTN2qtk9w)**   
  Knowledge contributors can create and edit knowledge articles within a knowledge base to share information across your organization.
* **[Edit a knowledge article](https://www.servicenow.com/docs/c8zOaHdTevjgbewax~k4WA)**   
  Edit knowledge articles within a knowledge base to update information shared across your organization.
* **[Map related articles](https://www.servicenow.com/docs/jvpK8_UNdKwV7yC4cIUTAg)**   
  Discover similar information across articles on a topic while viewing an article. You can manually map related articles or have the application automatically present related articles using machine learning (ML) algorithms.
* **[Map catalog items related to an article](https://www.servicenow.com/docs/mNsDX6Fo6ISbOSL_Znex5A)**   
  Manually map catalog items related to a knowledge article to enable employees to request the related product or service.
* **[Schedule a knowledge article for publishing](https://www.servicenow.com/docs/e7U5Z_EjXwYXw1Gy72eddg)**   
  Set a specific time and day for a knowledge article to be published automatically.
* **[Recall an article that is being reviewed](https://www.servicenow.com/docs/PGsCnCOAF5ASkyQeg4JM4Q)**   
  Recall an article that is being reviewed to make additional changes.
* **[Approve an article that is being reviewed](https://www.servicenow.com/docs/g7oeZmZ6H3yb5TQmqlTddA)**   
  Approve an article that is being reviewed and create a new published version.
* **[Retire a knowledge article](https://www.servicenow.com/docs/Wa4KDa827Oj7CRCxogc~MQ)**   
  Initiate the retirement workflow to retire a knowledge article. Knowledge base owners and managers can view articles after they are retired but cannot search for retired articles on the Knowledge homepage and portal.
* **[Republish a retired article](https://www.servicenow.com/docs/ptW9kpTBeftT2EqcN3ghWA)**   
  Instantly republish a retired article.
* **[Move a knowledge article](https://www.servicenow.com/docs/hKfuBcBCu0xxnSSdLDWSwQ)**   
  You can move articles between knowledge bases.
* **[Comment on a knowledge article](https://www.servicenow.com/docs/udLJ6XHvu13hsKt63JqYTA)**   
  Comment on a knowledge article or reply to a comment.
* **[Create knowledge from incident or problem](https://www.servicenow.com/docs/z6wQkj3sG_lJslF87W8UxA)**   
  Create a knowledge article, so the next time the issue comes up the resolution is easy to find.
* **[Create an article version by importing a Word document](https://www.servicenow.com/docs/LBGg3idICSEM5a1rIJ9bnQ)**   
  Import a Word document to a knowledge article to create a new version.
* **[Using human readable URLs for the Knowledge article page](https://www.servicenow.com/docs/Pkq83gYaDOt4H5CHxq9iSg)**   
  Human readable URLs include more readable keywords to the URL structure.
* **[Select a knowledge article category](https://www.servicenow.com/docs/_x0iRp7eMCenqrwcDA6DeQ)**   
  Knowledge articles within a knowledge base are grouped by category. These groups can help you define the knowledge base taxonomy, and can help users find articles within that knowledge base.
* **[Associate a knowledge article with a taxonomy category](https://www.servicenow.com/docs/j_mphYTXwXMop3qR1OfGnw)**   
  Associate a knowledge article with a taxonomy topics to create a uniform classification structure across different kinds of content.
* **[Create a knowledge article from a customer service case](https://www.servicenow.com/docs/AVSCOKsHYXoLThLC43172g)**   
  Reuse information from a customer service case by creating knowledge articles from cases.
* **[Provide feedback on knowledge articles](https://www.servicenow.com/docs/ZBofOmQEo6A1UCqp9zMApg)**   
  You can view and contribute to feedback on knowledge articles.