---
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


---

# ServiceNow Otto in Knowledge Management

# ServiceNow Otto in Knowledge Management {#ariaid-title1}

Release version: Zurich  
Updated July 20, 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 ServiceNow Otto in Knowledge Management

ServiceNow Otto in Knowledge Management enables agents to generate knowledge articles directly from cases or incidents using the Otto panel, classic environment, or configurable workspace.
These AI-generated articles help agents provide faster resolutions to customers by offering relevant information quickly.
Show full answer Show less  

## Key Features

* **Generative AI Skills:** Utilize AI to create knowledge articles that support case resolution.
* **Flexible Access:** Available via multiple interfaces including the Otto panel and configurable workspaces.
* **Configuration and Activation:** Customers can activate and configure the generative AI capabilities to suit their environment.
* **Support Resources:** Includes access to community forums, known error articles, and customer support for troubleshooting.

## Important Considerations

* **AI Limitations:** AI-generated content may not always be accurate or complete. Customers must test outputs and apply human oversight to ensure appropriateness, especially in sensitive or high-impact areas such as healthcare or finance.
* **Data Processing:** Data used by the application is transferred to centralized ServiceNow environments and potentially third-party cloud providers, following ServiceNow's internal policies and compliance standards.
* **Data Collection and Privacy:** ServiceNow collects inputs and outputs from use to improve AI models. Customers can opt out of data collection at any time.

## What Customers Can Expect

By integrating ServiceNow Otto in Knowledge Management, customers can accelerate issue resolution by leveraging AI to generate relevant knowledge articles. However, customers should maintain oversight of AI outputs to ensure quality and compliance with organizational policies. The solution is supported with resources to help configure, troubleshoot, and optimize AI-generated knowledge content effectively.  
Use ServiceNow
ServiceNow Otto in Knowledge Management to generate a knowledge article for a case or incident via the ServiceNow Otto panel, classic environment, or the respective configurable workspace. Agents can use these articles to propose quicker resolutions to customers.

## Get started {#now-assist-knowledge-management__section_wbm_vww_m1c}

|-|-|-|
| [ExploreLearn about the generative AI skills available in ServiceNow Otto in Knowledge Management.](https://www.servicenow.com/docs/7ynO1YZ9eNIc45VD8R7Jow "ServiceNow Otto in Knowledge Management enables agents to generate, edit, and publish knowledge articles from a case or incident using the ServiceNow Otto panel, classic environment, and configurable workspace.") | [ConfigureActivate ServiceNow Otto in Knowledge Management and configure the generative AI skills.](https://www.servicenow.com/docs/jDEnEKLI4XR2Mdbr7Z~0pQ "Admins can configure ServiceNow Otto in the Knowledge Management application, enabling agents to use generative AI skills in their workspace and the classic environment.") | [UseGenerate articles with ServiceNow Otto in Knowledge Management.](https://www.servicenow.com/docs/bkTEvlp6zHJgyWuNI4N6dw "ServiceNow Otto in Knowledge Management uses artificial intelligence (AI) to generate a knowledge article based on the resolution provided for a case or an incident.") |
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## Troubleshoot and get help {#now-assist-knowledge-management__section_ccm_vww_m1c}

* [Knowledge Management community forum](https://www.servicenow.com/community/knowledge-management/ct-p/knowledge-management)
* [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477)
* [Contact Customer Service and Support](https://support.servicenow.com/now?draw=case)
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## AI limitations {#now-assist-knowledge-management__id_mpg_qgn_xyb}

This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not
always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility
to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making
purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by [ServiceNow's AI Acceptable Use Policy](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#now-assist-knowledge-management__p_kv2_nfg_h1c}

## Data processing {#now-assist-knowledge-management__id_w3h_qgn_xyb}

This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our [CORE Compliance Portal](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#now-assist-knowledge-management__p_lv2_nfg_h1c}

## Data collection {#now-assist-knowledge-management__id_qcq_4gn_xyb}

ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the [AI Opt-Out page](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US).{#now-assist-knowledge-management__p_jv2_nfg_h1c}