---
sourceDocument: Brazil Build workflows
sourceDocumentLink: https://www.servicenow.com/docs/r/build-workflows

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Build workflows

ft:clusterId :

    - crworkflow

bundleId :

    - crworkflow

workflow :

    - Creator


---

# Create an intelligent approval from a KB article

# Create an intelligent approval from a KB article {#ariaid-title1}

Release version: Brazil  
Updated October 19, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read  
Generate an intelligent approval from an existing KB article.

## Before you begin

* Role required: sn_iap.policy_manager or sn_iap.policy_admin
* Identify the number or title of a published KB article containing an approval policy.
{#create-an-intelligent-approval-from-a-kb-article__ul_ltj_5bd_nkc}

## Procedure

1. Navigate to AllIntelligent ApprovalsIntelligent Approvals Home.  
2. In the Ask or search for anything chat bar, type a request to create an intelligent approval.  
   For example, type <kbd class="ph userinput">Create an intelligent approval from KB0010002.</kbd>
3. Follow the chat instructions to select the appropriate KB article.  
   Important:  
   The KB article must be published and accessible to you. You can search for a KB article by number, title, or a description. ServiceNow Otto will display potential KB articles that match your criteria.  
   The system analyzes your policy document to determine what records the policy applies to, what conditions start the approval process, and the approvals conditions to apply.

4. Review the table and approval conditions of the intelligent approval.  
   For example, intelligent approvals for change request records should use the change_request table.
5. Select Edit to view or update the table and conditions used by the intelligent approval to make a decision.  
   For example, an intelligent approval may review records from the Change Request table when the State is Assess or when the State is Authorize, and when the Type is Normal or when the State is Emergency.
   Select Define my own to override the Suggestion scope and start conditions. Enter a description of the record types, field values, and start conditions that you want to use for this intelligent approval.
6. When the approval conditions meet your criteria, select Submit.  
   The system reviews your policy document and generates the intelligent approval. The generation process may take a moment to complete.

7. To review the details of the intelligent approval, select Open preview.  
   The system displays the intelligent approval details card.
8. Review the Overview and Test results tabs of your intelligent approval policy.  
   A high percentage of AI approved/rejected results indicates that the policy document provides clear, consistent criteria for the system to evaluate. A high percentage of Can't decide results could indicate that the policy document requires human approval or that approval conditions need improvement.  
   Important:  
   AI-generated approvals and rejections may be inaccurate or inappropriate. Review the approval results before publishing the policy.
9. Review the Suggested improvements tab.  

   The suggested improvements document contains items that you can add, edit, or remove from your policy source document.
10. From the PDF document viewer toolbar, select Download to save a PDF copy of the suggestions.  
11. Use the suggested improvements to update the approval source policy document.  
    Make edits to the source policy document outside your instance using an appropriate document editor application.  
    Important:  
    AI-generated suggestions may be inaccurate or inappropriate. Review the suggestions before changing the policy.
12. Upload the updated policy document, and review the percentage of AI approved/rejected results.  
    For instructions on uploading a new source document, see [Update source document](https://www.servicenow.com/docs/tB1k5q7zicHTihhvk1BPUg "Update an existing intelligent approval by uploading a new source document. Regenerate the intelligent approval using the uploaded source document.").
13. Select the three-dot menu, and select Potential overlapping approvals.  

    The system reviews your existing intelligent approvals to identify any potential approval conflicts.
    You can resolve overlapping intelligent approvals by one of these methods.
    * You can leave your new intelligent approval in the draft state and update the existing intelligent approval to include the scope and coverage of your new intelligent approval. Choose this method when you want your existing intelligent approval to replace your new intelligent approval.
    * You can deactivate the existing intelligent approval. Choose this method when you want your new intelligent approval to replace your existing intelligent approval.
    {#create-an-intelligent-approval-from-a-kb-article__ul_vqg_dp2_mjc}
14. When the percentage of AI approved/rejected results meets your requirements, select Publish.  

## Result

The intelligent approval policy is published and activated for all incoming requests that match the configured trigger conditions. The system evaluates matching requests as they are created and automatically approves or
rejects requests that clearly meet the policy criteria. Requests that the system can't evaluate remain open for human reviewers to approve.

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