--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Knowledge Base readiness # Knowledge Base readiness for AI on the ServiceNow AI Platform {#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 Knowledge Base readiness for AI on the ServiceNow AI Platform The knowledge base is fundamental to enabling ServiceNow Otto to provide intelligent, accurate, and context-aware responses across AI-powered experiences such as AI Search and Q\&A Genius Results. The quality and structure of your knowledge articles directly impact the effectiveness of AI-generated answers. Maintaining a clean, well-organized, and up-to-date knowledge base is essential to ensure reliable AI performance and avoid incorrect outputs that could frustrate users. Show full answer Show less ## Key Features * **Knowledge Management Overview dashboard:** Offers key metrics like article views, helpfulness ratings, and feedback trends, helping content owners identify high-performing articles and prioritize updates to outdated or low-usage content. * **Consistent article structure:** Encourages use of standard templates (KCS-based, Q\&A, Issue-Cause-Resolution) and ensures key steps are clearly defined, improving large language model (LLM) understanding and summarization. * **Metadata completeness:** Emphasizes populating fields such as Meta, Meta Description, Category, Author, and Validity to enable precise AI filtering and targeting of content. * **Maintenance audits:** Identifies articles that are outdated, lack metadata, are duplicates, or near expiry to maintain content relevance and trust. * **Search query analysis:** Reviews top searched queries to optimize articles and restrict AI Q\&A outputs to high-quality knowledge base content. ## Practical Steps for Customers * Use the Knowledge Management Overview dashboard to review the total number of published articles and active knowledge bases to scope clean-up efforts. * Ensure the Knowledge Management Advanced plugin is activated to support consistent template usage and enhanced article structuring. * Perform regular audits to flag and retire outdated or duplicate articles to maintain the knowledge base's accuracy and relevance. * Analyze top search queries to optimize commonly accessed articles and limit AI responses to the most reliable content. ## Key Outcomes By following these readiness practices, customers can expect improved AI response accuracy, enhanced user trust, and more effective utilization of ServiceNow Otto's AI capabilities. A well-maintained knowledge base leads to better content discovery, increased satisfaction, and reliable automated answers aligned with organizational expertise and policies. The knowledge base is the engine that enables ServiceNow Otto to deliver intelligent, accurate, and context-aware responses across AI Search, Q\&A Genius Results, and other AI-powered experiences. When users ask questions, ServiceNow Otto taps into your knowledge articles to generate answers that reflect your organization's expertise and policies. This means the quality, clarity, and structure of your knowledge content directly influence the effectiveness of AI responses. Outdated, inconsistent, or poorly written articles can lead to incorrect outputs and user frustration. That's why maintaining a clean, well-organized knowledge base is critical---not just for documentation, but for enabling reliable AI performance. The Knowledge Management Overview dashboard is a powerful tool for assessing AI readiness. It provides key usage metrics such as article views, helpfulness ratings, and feedback trends, helping content owners identify high-performing articles and prioritize updates to low-usage or outdated content. For more information, see [Knowledge Management Overview dashboard](https://www.servicenow.com/docs/access?context=km-overview-dash&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US). ## High-level checklist {#sn-ai-impl-kb-readiness__section_atz_cqb_zgc} 1. Review existing KB articles and knowledge bases : Get the total count of published KB articles and the number of active knowledge bases. : Why? To scope clean-up and identify high-priority content. : See: [Knowledge Management Overview dashboard](https://www.servicenow.com/docs/access?context=km-overview-dash&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) 2. Review the structural formatting of KB articles : Check for consistent template use (KCS-based, Q\&A, Issue-Cause-Resolution, etc.). Ensure that the Knowledge Management Advanced plugin is active. : If you're using custom templates, determine whether they follow a consistent format. Also ensure that key steps are clearly defined and consistently populated. : Why? Using templates consistently improves LLM understanding and summarization. : See: * [Knowledge article templates](https://www.servicenow.com/docs/access?context=knowledge-article-templates&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) * [Activate the Knowledge Management Advanced plugin](https://www.servicenow.com/docs/access?context=activate-knowledge-advanced-plugin&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) {#sn-ai-impl-kb-readiness__ul_ny5_lxb_zgc} 3. Ensure metadata completeness in KB articles : Make sure that fields such as Meta, Meta Description, Category, Author, and Validity are populated. : Why? This practice enables precise AI filtering and targeting. : See: * [Create a knowledge article](https://www.servicenow.com/docs/access?context=create-knowledge-article&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) * [Best practices to use your knowledge articles with generative AI](https://www.servicenow.com/community/knowledge-management-articles/best-practices-to-use-your-knowledge-articles-with-now-assist/ta-p/2824219) (ServiceNow Community) {#sn-ai-impl-kb-readiness__ul_zlf_4xb_zgc} 4. Perform maintenance audits : Flag KB articles that have not been updated in a year or more, that have no metadata, are duplicates, or are about to expire. : Why? Outdated content degrades user trust and AI performance. : See: * [Knowledge Management Overview dashboard](https://www.servicenow.com/docs/access?context=km-overview-dash&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) * [Retire a knowledge article](https://www.servicenow.com/docs/access?context=c_RetiredKnowledgeArticles&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) * [Identify and review duplicate Knowledge articles](https://www.servicenow.com/docs/access?context=Now-Assist-identify-and-review-duplicate-articles&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) (requires ServiceNow Otto for Knowledge Management) {#sn-ai-impl-kb-readiness__ul_qsd_b5b_zgc} 5. Review top searched queries : Identify search queries and articles for optimization, and limit ServiceNow Otto Q\&A functionality to high-quality, optimized KB articles. : Why? This prevents low-value content from surfacing in answers. : See: [Knowledge Management dashboard](https://www.servicenow.com/docs/access?context=knowledge-management-dashboard&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US)