Using Knowledge Center

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    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 Using Knowledge Center

    Knowledge Center in ServiceNow Australia Release empowers you to actively manage and enhance your knowledge base beyond dashboard viewing. It focuses on maintaining content health, accuracy, completeness, and user-friendliness to support an effective technical support system. The platform offers tools and workflows to identify gaps, optimize articles, respond to user feedback, and create new content.

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    Key Features

    • Search: Utilize AI-powered search capabilities to find knowledge articles efficiently by title or text, ensuring more relevant and guided results. When AI is disabled, contextual search is used.
    • Insights: Identify opportunities for improvement including potential knowledge gaps, duplicate articles, and optimization needs. This feature requires the ServiceNow Otto Skill enabled for your role to function.
    • Requires Attention: Highlights urgent items such as articles expiring within 90 days, flagged content, and pending feedback tasks, helping you prioritize content review and updates to maintain quality and compliance.
    • Quick View: Provides easy navigation to knowledge bases and filters articles by criteria such as most viewed, most useful, and featured, facilitating quick access to important content.
    • Actions Panel: Supports content organization by enabling you to create articles using templates, add reusable knowledge blocks for consistency, and manage ownership groups to control access and responsibilities.

    Practical Application for ServiceNow Customers

    By leveraging Knowledge Center, ServiceNow customers can maintain a robust and efficient knowledge base that is accurate, current, and user-focused. The AI-enhanced search and insights help identify content gaps and duplicates, while the Requires Attention filters ensure timely content updates and feedback resolution. The Actions Panel streamlines content creation and governance, improving consistency and collaboration across teams.

    Learn how to manage and enhance your knowledge base using the powerful tools and workflows available in Knowledge Center.

    Using Knowledge Center goes beyond viewing dashboards as it involves tasks that keep your knowledge ecosystem accurate, complete, and user-friendly. This section explains how you interact with the system to maintain content health and an effective technical support system.

    Key Tasks

    • Resolve Issues: Address knowledge gaps and duplicates highlighted in Insights.
    • Optimize Articles: Edit, retire, or delete outdated content to maintain relevance.
    • Create New Content: Draft articles for missing topics identified through gap analysis.
    • Respond to Feedback: Review user feedback and implement improvements.

    UI feature and uses

    Following is the list of features and how they can be useful to you.

    Search

    Find knowledge material by title or text. Search is equipped with the AI, providing more guided and relevant results.

    Note:
    When the AI Search feature is active, searches are performed using AI. If it's not enabled, contextual search is used instead.

    Insights

    Discover areas of improvement in the knowledge base through Potential gaps, Potential duplicates, and Article optimization.

    • Potential gaps
    • Potential duplicates
    • Article optimization
    Note:
    This feature works only if the ServiceNow Otto Skill is enabled for your role. See Configure custom prompts skills for knowledge article templates.

    Requires Attention

    This feature highlights items that need immediate review or action to maintain content accuracy and compliance. Following are the filters of this feature:

    • Articles Expiring in 90 Days: Review and update articles scheduled to expire soon to promote relevance and accuracy.
    • My Flagged Items: Address flagged content for corrections or improvements.
    • My Feedback Tasks: Resolve feedback requests promptly to maintain content quality.

    Quick View

    Quickly navigate to knowledge bases and view articles filtered by criteria such as most viewed, most useful, and featured.

    Knowledge Features

    The Knowledge features section offers a comprehensive guide to various knowledge management workflows and supporting processes. It enables you to explore features that help maintain a robust and efficient knowledge base.

    Actions

    The Actions Panel helps you organize knowledge effectively by creating articles, adding reusable content blocks, and managing ownership groups.

    • Create an Article: Use a template to share detailed information and troubleshooting steps.
    • Add Knowledge Blocks: Knowledge blocks are reusable pieces of content secured by user criteria. Add them to knowledge articles to maintain consistency and reduce duplication.
    • Manage Groups: Control ownership by editing existing groups or creating one so that the group users have access and responsibility.

    For more information, see the following links: