Generate a knowledge article from HR Agent Workspace with ServiceNow Otto for HRSD

  • Release version: Zurich
  • Updated March 12, 2026
  • 2 minutes to read

    • Create drafts of knowledge articles that are based on the case descriptions with ServiceNow Otto for HR Service Delivery (HRSD). Generating article content with generative AI enables you to write efficiently as you address user concerns.

    Before you begin

    • Install the following plugins:
      • Knowledge Management Advanced plugin [com.snc.knowledge_advanced.installer]; This is not a mandatory plugin and it cannot be uninstalled.
      • ServiceNow Otto for Knowledge Management [sn_km_gen_ai]
      • Human Resources Scoped App: Core [com.sn_hr_core]
      • Latest version of Agent Workspace for HR Case Management [sn_hr_agent_ws]
      • Human Resources Scoped App: Lifecycle Events [com.sn_hr_lifecycle_events]
      • Human Resources Scoped App: Employee Relations [com.sn_hr_employee_relations]
    • Activate the KB generation skill from the AI Admin Hub console. For more information, see Configure ServiceNow Otto for HR Service Delivery (HRSD).
    Role required:
    • sn_hr_core.case_reader and sn_hr_core.kb_writer roles to view the Create Knowledge option on the HR Case [sn_hr_core_case] and its extended tables.
    • sn_hr_le.case_reader and sn_hr_core.kb_writer roles to view the Create Knowledge option on HR Lifecycle Events Cases.
    • sn_hr_er.case_reader, sn_hr_core.kb_writer roles to view the Create Knowledge option on employee relations cases.
    • You should also have the required role for the knowledge base that you selected in the AI Admin Hub configuration.

    About this task

    You can use the KB generation skill in either Core UI or Agent Workspace for HR Case Management. The fields that are used as inputs for generating a knowledge article are the Short description, description, close notes, worknotes, and additional comments fields.
    Note:
    The KB generation skill is supported in ServiceNow Otto panel for the HR Case records [sn_hr_core_case] table, but not on its extended table records.

    You can make a copy of this skill to configure it to meet your business needs. For more information, see .

    Procedure

    1. Navigate to Workspaces > HR Agent Workspace.
    2. Select the Lists icon (HR Workspace Lists icon).
    3. Open an HR case in the Close Complete state.
    4. Select the More Actions icon( More actions icon)
    5. Select Create Knowledge.
    6. Select a knowledge base and an article template in the modal, then select Create Article.
      Note:
      If the Knowledge Management Advanced plugin [com.snc.knowledge_advanced.installer] is installed and at least one article template is enabled, a modal is displayed so that you can select a knowledge base and article template. Otherwise, the article is created with the standard template.
    7. Select one of the following in the Use AI to draft this article? modal.
      OptionDescription
      Yes, draft with ServiceNow Otto Use ServiceNow Otto to draft an article based on task details.

      You can review and edit the article before it is published.
      No, write it myself Draft the article manually.
    8. Review the Article body.
    9. Select Save.
      The article appears in a new tab with a unique ID number for the knowledge article.
    10. View, save, or publish the article by using the UI actions on the screen.