Exploring Knowledge Center

  • Release version: Australia
  • Updated July 20, 2026
  • 1 minute to read

    • The Knowledge Center helps manage knowledge articles through an intuitive interface. It provides actionable insights and identifies gaps so that your content stays relevant and accurate.

    Benefits

    • The Knowledge Center article editor provides formatting tools to help you edit and format knowledge article content, including text, images, tables, and media. You can search and add knowledge blocks to an article.
    • Insights Dashboard: Track top actions, duplicates, knowledge health score, and optimization opportunities.
    • Gap Analysis: Identify missing topics and improve coverage.
    • Article optimization: Generate and edit articles with ServiceNow Otto. Turn a text prompt into an article to overcome writer's block and speed up the article writing process.
    • Article length scan: Use the scan results to optimize article length and confirm it falls within the recommended word count range.
    • Merging duplicate articles consolidates similar knowledge articles into a single standard article. This process maintains source visibility, applies governance controls, and automatically retires or replaces redundant content.

    Why use Knowledge Center

    • Monitor the performance of your knowledge ecosystem.
    • Improve article quality through AI-driven recommendations.
    • Close gaps and keep your content aligned with audience needs.