--- sourceDocument: Australia ServiceNow AI Platform Capabilities sourceDocumentLink: https://www.servicenow.com/docs/r/australia/servicenow-platform Release : - australia ft:locale : - en-US ft:publication_title : - Australia ServiceNow AI Platform Capabilities ft:clusterId : - platcap bundleId : - platcap workflow : - Platform --- # Using Knowledge Center # Using Knowledge Center {#ariaid-title1} Release version: Australia Updated March 12, 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 Using Knowledge Center Knowledge Center in ServiceNow Australia release provides powerful tools and workflows to manage and enhance your knowledge base effectively. It goes beyond dashboard viewing by enabling you to maintain content accuracy, completeness, and user-friendliness, which are crucial for a robust technical support system. Show full answer Show less ## Key Tasks * **Resolve Issues:** Address knowledge gaps and duplicates identified by Insights to improve content quality. * **Optimize Articles:** Edit, retire, or delete outdated articles to keep the knowledge base relevant. * **Create New Content:** Draft articles for missing topics as identified through gap analysis. * **Respond to Feedback:** Review user feedback and implement necessary improvements. ## UI Features and Uses * **Search:** Locate knowledge material by title or text with AI-powered search providing guided and relevant results. If AI Search is disabled, contextual search is used. * **Insights:** Identify areas for improvement such as potential gaps, duplicates, and article optimization. This requires the ServiceNow Otto Skill enabled for your role. * **Requires Attention:** Highlights content needing immediate review or action, with filters like articles expiring within 90 days, flagged items, and feedback tasks. * **Quick View:** Enables fast navigation to knowledge bases and filters articles by criteria like most viewed, most useful, or featured. ## Knowledge Features This section provides guidance on knowledge management workflows and supporting processes to maintain a strong and efficient knowledge base. ## Actions * **Create an Article:** Use templates to share detailed information and troubleshooting steps. * **Add Knowledge Blocks:** Insert reusable, secured content blocks into articles to ensure consistency and reduce duplication. * **Manage Groups:** Control article ownership by editing or creating groups to assign responsibility and access. These capabilities empower ServiceNow customers to keep their knowledge base accurate, up-to-date, and aligned with user needs, thereby enhancing overall support effectiveness and user satisfaction. Learn how to manage and enhance your knowledge base using the powerful tools and workflows available in Knowledge Center. Using Knowledge Center goes beyond viewing dashboards as it involves tasks that keep your knowledge ecosystem accurate, complete, and user-friendly. This section explains how you interact with the system to maintain content health and an effective technical support system. ## Key Tasks {#using-knowledge-center__section_kgf_lpk_fhc} * Resolve Issues: Address knowledge gaps and duplicates highlighted in Insights. * Optimize Articles: Edit, retire, or delete outdated content to maintain relevance. * Create New Content: Draft articles for missing topics identified through gap analysis. * Respond to Feedback: Review user feedback and implement improvements. ## UI feature and uses {#using-knowledge-center__section_mbr_nhd_khc} Following is the list of features and how they can be useful to you. Search Find knowledge material by title or text. Search is equipped with the AI, providing more guided and relevant results. Note: When the AI Search feature is active, searches are performed using AI. If it's not enabled, contextual search is used instead. Insights Discover areas of improvement in the knowledge base through Potential gaps, Potential duplicates, and Article optimization. * Potential gaps * Potential duplicates * Article optimization {#using-knowledge-center__ul_rvw_453_khc} Note: This feature works only if the ServiceNow Otto Skill is enabled for your role. See [Configure custom prompts for knowledge article templates](https://www.servicenow.com/docs/y9uduugA6jJ~4lRkXO8CBw "ServiceNow Otto in Knowledge Management has extended the out-of-box (OOB) KB generation skill to create custom prompts for OOB and custom knowledge article templates."). Requires Attention This feature highlights items that need immediate review or action to maintain content accuracy and compliance. Following are the filters of this feature: * Articles Expiring in 90 Days: Review and update articles scheduled to expire soon to promote relevance and accuracy. * My Flagged Items: Address flagged content for corrections or improvements. * My Feedback Tasks: Resolve feedback requests promptly to maintain content quality. {#using-knowledge-center__ul_owc_rnd_khc} Quick View Quickly navigate to knowledge bases and view articles filtered by criteria such as most viewed, most useful, and featured. Knowledge Features The Knowledge features section offers a comprehensive guide to various knowledge management workflows and supporting processes. It enables you to explore features that help maintain a robust and efficient knowledge base. Actions The Actions Panel helps you organize knowledge effectively by creating articles, adding reusable content blocks, and managing ownership groups. * Create an Article: Use a template to share detailed information and troubleshooting steps. * Add Knowledge Blocks: Knowledge blocks are reusable pieces of content secured by user criteria. Add them to knowledge articles to maintain consistency and reduce duplication. * Manage Groups: Control ownership by editing existing groups or creating one so that the group users have access and responsibility. {#using-knowledge-center__ul_rqy_cpd_khc} For more information, see the following links: **Related tasks** * [Generate a Knowledge article from the ServiceNow Otto panel](https://www.servicenow.com/docs/7OieXRl1o_nQ96CD0dWEBA "Generate a knowledge article for a case or an incident from the ServiceNow Otto panel.")