--- sourceDocument: Brazil Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Knowledge Base readiness # Knowledge Base readiness for Now Assist on the ServiceNow AI Platform {#ariaid-title1} Release version: Brazil Updated September 10, 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 Now Assist on the ServiceNow AI Platform The knowledge base is essential for enabling Now Assist to provide intelligent, accurate, and context-aware responses across AI Search, Q\&A Genius Results, and other AI-driven features on the ServiceNow AI Platform. The quality, clarity, and structure of knowledge articles directly impact the effectiveness of AI-generated answers, reflecting your organization's expertise and policies. Maintaining an organized, up-to-date knowledge base is critical to ensuring reliable AI performance and minimizing user frustration caused by outdated or inconsistent content. Show full answer Show less ## Key Features * **Knowledge Management Overview dashboard:** This tool helps assess AI readiness by providing metrics such as article views, helpfulness ratings, and feedback trends. It enables content owners to identify high-performing articles and prioritize updates for outdated or low-usage content. * **Consistent Template Usage:** Using standardized article templates (such as KCS-based or Issue-Cause-Resolution) and activating the Knowledge Management Advanced plugin enhances AI understanding and summarization capabilities. * **Metadata Completeness:** Ensuring essential metadata fields like Meta, Meta Description, Category, Author, and Validity are populated allows precise AI filtering and targeting of content. ## Practical Steps for Readiness * **Review Existing Articles and Knowledge Bases:** Obtain counts of published articles and active knowledge bases to scope cleanup efforts and prioritize critical content updates. * **Ensure Structural Formatting Consistency:** Verify that articles follow consistent templates and that the Knowledge Management Advanced plugin is activated for improved AI processing. * **Audit and Maintain Content Quality:** Identify articles that are outdated (not updated in over a year), missing metadata, duplicated, or nearing expiration to maintain trust and AI accuracy. * **Optimize Based on Search Queries:** Analyze top searched queries to optimize relevant articles and restrict Now Assist's Q\&A functionality to high-quality, optimized content, preventing low-value information from appearing in AI responses. ## Key Outcomes * Improved accuracy and relevance of AI-generated answers through well-structured, up-to-date knowledge articles. * Enhanced user satisfaction by reducing incorrect or outdated AI outputs. * Efficient content management with prioritized updates based on usage metrics and feedback. * Greater AI filtering precision due to comprehensive metadata, leading to context-aware and policy-aligned responses. The knowledge base is the engine that enables Now Assist to deliver intelligent, accurate, and context-aware responses across AI Search, Q\&A Genius Results, and other AI-powered experiences. When users ask questions, Now Assist 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=brazil&pubname=brazil-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=brazil&pubname=brazil-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=brazil&pubname=brazil-servicenow-platform&ft:locale=en-US) * [Activate the Knowledge Management Advanced plugin](https://www.servicenow.com/docs/access?context=activate-knowledge-advanced-plugin&version=brazil&pubname=brazil-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=brazil&pubname=brazil-servicenow-platform&ft:locale=en-US) * [Best practices to use your knowledge articles with Now Assist (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=brazil&pubname=brazil-servicenow-platform&ft:locale=en-US) * [Retire a knowledge article](https://www.servicenow.com/docs/access?context=c_RetiredKnowledgeArticles&version=brazil&pubname=brazil-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=brazil&pubname=brazil-servicenow-platform&ft:locale=en-US) (requires Now Assist in 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 Now Assist 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=brazil&pubname=brazil-servicenow-platform&ft:locale=en-US)