---
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


---

# Create a knowledge article from a customer service case

# Create a knowledge article from a customer service case {#ariaid-title1}

Release version: Zurich  
Updated July 31, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Reuse information from a customer service case by creating knowledge articles from
cases.

## Before you begin

Your administrator must [enable creation of articles from customer service cases](https://www.servicenow.com/docs/3Ru5KAOKgqrV8f_1NXc~tw "You can enable authors to reuse information in a case by copying case details into an article template. Use the pre-defined customer service source case table to article template target table configuration or create custom configurations between the two tables to copy information from a case to an article.").

Role required:
sn_customerservice_agent or knowledge

## Procedure

1. Navigate to Customer ServiceCasesAll.
2. Select a case from which you want to create a knowledge article.
3. Click Create Knowledge.  
   The relevant fields are automatically copied from the case to the record that opens.
4. In the Knowledge base field, enter the name of the knowledge base in which you want this article to display.
5. Click Submit.

*[\>]: and then