---
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 ServiceNow Otto panel, classic environment, or configurable workspace.
These AI-generated articles help agents propose faster and more efficient resolutions to customers.
Show full answer Show less  

## Key Features

* **Generative AI Skills:** Utilize AI to create relevant knowledge articles that assist in resolving customer issues.
* **Multiple Access Points:** Generate articles via the Otto panel, classic interface, or customized workspace environments.
* **Configurable Setup:** Activate and configure the generative AI capabilities within ServiceNow Otto to suit organizational needs.

## Important Considerations

* **AI Limitations:** The AI may not always produce fully accurate or appropriate content. Customers should validate AI outputs with human oversight and avoid relying solely on AI for critical decision-making, especially in sensitive domains like healthcare, finance, or security.
* **Data Handling and Privacy:** Data input from customer instances is transferred to a centralized ServiceNow environment or third-party cloud providers (e.g., Microsoft Azure) following strict internal policies. Customers have the option to opt out of data collection to protect privacy.
* **Compliance:** Usage must comply with ServiceNow's AI Acceptable Use Policy, which governs responsible AI application.

## Getting Started and Support

* Explore available generative AI skills within the Knowledge Management context.
* Configure and activate ServiceNow Otto to generate knowledge articles.
* Access support via the Knowledge Management community forum, Known Error Portal, or Customer Service and Support.  
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 [Now Assist 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}