---
sourceDocument: Brazil ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/servicenow-platform

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Exploring Knowledge Management

# Exploring Knowledge Management {#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 Exploring Knowledge Management

Knowledge Management in ServiceNow enables your organization to efficiently create, categorize, review, approve, and manage knowledge articles.
It supports multiple knowledge bases with individual managers, distinct workflows for publishing and retiring articles, and separate access controls for reading and contributing.
Users can easily search, browse, and provide feedback on articles, promoting a collaborative and up-to-date knowledge environment.
Show full answer Show less  

## Knowledge Management Workflow

* **Knowledge users** request new or updated articles and consume published content.
* **Knowledge contributors** create or update articles and submit them for review.
* **Knowledge managers** review submissions, publish approved articles, request revisions, and continuously assess articles for relevancy and retirement.
* Article retirement undergoes review and approval to maintain content relevancy.

## Benefits and Key Features

* **Consistent article creation:** Use article templates to ensure uniform structure.
* **Multiple knowledge bases:** Manage different groups with assigned knowledge managers and tailored category hierarchies.
* **Access controls:** Define user permissions per knowledge base using user criteria and scoped knowledge bases.
* **Integration with external sources:** Search and incorporate external content via AI Search indexing.
* **Generative AI support:** Create articles using ServiceNow Otto to enhance content creation efficiency.
* **Word integration:** Import Word documents or author articles directly in Word using the Knowledge Management add-in.
* **Subscriptions and feedback:** Users can subscribe to relevant articles and provide ratings and feedback to improve quality.
* **Quality management:** Maintain content standards with the Article Quality Index (AQI), reviewed by knowledge coaches or domain experts.
* **Knowledge gap analysis:** Identify and address content gaps using Knowledge Demand Insights.
* **Usage analytics:** Monitor knowledge base performance and adherence to content creation processes through Analytics Solutions.

## Practical Value for ServiceNow Customers

Implementing Knowledge Management helps your organization streamline information sharing, improve content quality, and maintain up-to-date knowledge bases tailored to various groups. The structured workflow and role-based permissions ensure efficient collaboration, while AI and integrations enhance productivity. Analytics and feedback mechanisms enable continuous improvement, ensuring your knowledge assets remain relevant and valuable.  
Learn more about Knowledge Management with a sample workflow and review the benefits it can provide for different users in your organization.

## Knowledge Management overview {#exploring-knowledge-management__section_c4h_kxh_zwb}

Knowledge Management supports processes for creating, categorizing, reviewing, and approving articles. Users can search and browse articles as well as provide feedback.

To support multiple groups, knowledge bases can be assigned to individual managers. Separate workflows can be used for publishing and retiring articles, and separate access controls can be used to control reading and
contributing.

## Knowledge Management workflow {#exploring-knowledge-management__section_d4h_kxh_zwb}

In this workflow:

1. The knowledge user needs a new or updated knowledge article and requests it.
2. The knowledge contributor creates or updates an article and then submits it for review.
3. The knowledge manager reviews the article and either publishes it or sends it back to the knowledge contributor for revisions.
4. The knowledge user reads and shares the article. In parallel, a knowledge manager continuously reviews articles to determine their relevancy.
5. The knowledge manager marks articles that are no longer needed for retirement.
6. A knowledge manager reviews and approves or rejects the article retirement.
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## Knowledge Management benefits {#exploring-knowledge-management__section_g4h_kxh_zwb}

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| Benefit | Feature | Users |
|-|-|-|
| Create a consistent structure for knowledge articles | [Knowledge article templates](https://www.servicenow.com/docs/Je9BYVDoXMj~caBt8AE6IA "Article templates have pre-defined fields structured in a specific order. These templates help create a consistent structure for knowledge articles.") | Knowledge manager |
| Create multiple knowledge bases for different groups within your organization | [Knowledge bases](https://www.servicenow.com/docs/1LNNxeKt1FVRsv7oyrsZ6g "After basic Knowledge Management setup is completed, you can set up a knowledge base for users to create and publish knowledge articles.") | Knowledge administrator and manager |
| Create a category structure for each knowledge base with any number of levels | [Knowledge article categories](https://www.servicenow.com/docs/mOPoTAmO0DxVTswWucMDKQ "Each knowledge base has a hierarchy of categories that organizes the articles.") | Knowledge manager |
| Define permissions per knowledge base | [User criteria](https://www.servicenow.com/docs/y0EvjNc9ubK8I9uCw45gRg "Determine whether certain users or categories of users can access knowledge bases and knowledge articles by controlling contribute and read access."), [Scoped knowledge bases](https://www.servicenow.com/docs/l3CON3PPItYuQzQV25p6~w "To protect knowledge bases containing sensitive articles, use a scoped knowledge base. Even system administrators and knowledge administrators can't administer scoped knowledge bases unless explicitly authorized through user criteria.") | Knowledge administrator and manager |
| Integrate with and search external knowledge sources | [External content integration feature](https://www.servicenow.com/docs/5y2FWe2lX3OjFDclNwvJUA "Use the external content integration feature to integrate content from various external sources and enable unified knowledge search results.") and [Indexing and searching external content in AI Search](https://www.servicenow.com/docs/access?context=external-content-ais&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US) | Administrator |
| Create knowledge articles using generative AI | [ServiceNow Otto in Knowledge Management](https://www.servicenow.com/docs/V~YrFcDG7iTaMOySz113Gw "Use ServiceNow ServiceNow Otto in Knowledge Management to generate a knowledge article for a case or incident via the ServiceNow Otto panel, classic environment, or the respective configurable workspace. Agents can use these articles to propose quicker resolutions to customers.") | Knowledge contributor |
| Import Word documents into knowledge articles and/or author knowledge in Word | [Knowledge Management - Add-in for Microsoft Word](https://www.servicenow.com/docs/9EzP5SBufgrzOOuuHEwu6A "Author and access knowledge articles in Microsoft Word by deploying the Knowledge Management - Add-in for Microsoft Word."), [Word document importing](https://www.servicenow.com/docs/Eu~n9UjavCrqx4TRXBPGkw "Import a Microsoft Word document using Knowledge Management v3 homepage to create a knowledge article.") | Knowledge contributor |
| Subscribe to relevant articles | [Knowledge subscriptions](https://www.servicenow.com/docs/PeOAu6ROgJBBq04UGJw9vQ "Use knowledge subscriptions to receive email notifications about new articles and article revisions or comments.") | Knowledge user |
| Provide feedback and rate articles | [Feedback and ratings](https://www.servicenow.com/docs/Y6Z498p9jjtZ56n2l8JiHA "You can view and contribute to feedback on knowledge articles.") | Knowledge user |
| Maintain a high quality of content and enable constant improvement | [Article quality index (AQI)](https://www.servicenow.com/docs/VUcfx~sb~UQl2E8szxZGDw "Use article quality index (AQI) to assess the quality of knowledge articles.") | Knowledge administrator (creates AQI), knowledge coach or domain expert (performs AQI reviews) |
| Identify knowledge gaps and improve the content of your knowledge base | [Knowledge demand insights](https://www.servicenow.com/docs/Kum56I5A4a60GkNJIL_xXg "Identify knowledge gaps and improve content of your knowledge base using the Knowledge Demand Insights feature.") | Knowledge manager or domain expert |
| Determine the usage of knowledge content and confirm that the proper processes and procedures are being followed for content creation | [Knowledge Management Platform Analytics Solutions](https://www.servicenow.com/docs/JsLMle52yCMa7c70E_KObw "Platform Analytics Solutions contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.") | Knowledge manager |
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