---
sourceDocument: Australia Field Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/field-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Configure the KB generation skill

# Configure the KB generation skill {#ariaid-title1}

* Release version: Australia
* 
* Updated August 11, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Configure the KB generation skill that agents can use to draft a knowledge article with ServiceNow Otto.

## Before you begin

Role required: wm_admin

## About this task

Agents can generate knowledge articles for work orders in a closed complete or closed incomplete state, by configuring the KB generation skill. To enable the configuration, activate the ServiceNow Otto panel, FSM knowledge skill, and ServiceNow Otto for Platform knowledge skills.

## Procedure

1. Navigate to AllAI Admin HubAI Experiences to access the ServiceNow Otto panel tab of the AI Admin Hub console.
2. In the summary section, select Turn on.
3. Navigate to AI Admin HubAI Skills tab.
4. Select FSM under the Customer tab.
5. **Optional:** On the KB generation skill card, select View details.
6. On the KB generation skill card, select Activate skill.
7. After configuring the required fields under the General details and Choose input tabs, select Save and continue.
8. Select the Define availability tab.
   * Select Skill is always available to enable the skill everywhere it is available.
   * Select Customize skill availability to manually set the conditions for when the skill is available.
   {#configure-the-kb-generation-skill__choices_n4g_4yh_b1c}
9. After configuring skill availability, select Save and continue.
10. Select the Select display tab.  
    You can select In-product, ServiceNow Otto panel, or both.
    * In-product: When selected, ServiceNow Otto skills are displayed on forms and Workspaces. Select the arrow next to the toggle switch to define the roles that can use this skill in-product.
    * Servicenow Otto panel: When selected, the ServiceNow Otto skills are available in the ServiceNow Otto panel. Select the arrow next to the toggle switch to define roles that can use this skill in the ServiceNow Otto panel.  
      Note:  
      If you don't see the ServiceNow Otto panel toggle, go back to step 1 to enable it.
    {#configure-the-kb-generation-skill__ul_eb3_v3w_jzb}
11. Select Save and continue.
12. Review your choices and select Activate.
13. Return to the AI Skills page.
14. Select Knowledge under the Platform tab.
15. **Optional:** On the required Knowledge skill card, select View details.
16. On the required Knowledge skill card, select Turn on.  
    The Activate skill option is displayed on a skill card when it's details aren't configured.
17. In the selected Knowledge skill page, review and modify its access permissions.
18. Select Turn on.

*[\>]: and then