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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Use ServiceNow Otto in Knowledge Management

# Using ServiceNow Otto in Knowledge Management {#ariaid-title1}

* Release version: Australia
* 
* Updated July 20, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

ServiceNow Otto in Knowledge Management uses artificial intelligence (AI) to generate a knowledge article based on the resolution provided for a case or an incident.

## Generating knowledge articles {#using-now-assist-in-km__section_vyz_hlv_lbc}

You can generate knowledge articles in ServiceNow Otto for Customer Service Management (CSM), ServiceNow Otto for IT Service Management (ITSM), ServiceNow Otto for HR Service Delivery (HRSD), and ServiceNow Otto for Field Service Management (FSM). For more information, see the following topics.

* [Generate a knowledge article with ServiceNow Otto](https://www.servicenow.com/docs/access?context=Now-Assist-generate-article-csm-workspace&version=australia&pubname=australia-customer-service-management&ft:locale=en-US).
* [Generate a knowledge article from the Service Operations Workspace for ITSM and classic environment by using ServiceNow Otto](https://www.servicenow.com/docs/access?context=Now-Assist-generate-article-SOW-itsm&version=australia&pubname=australia-it-service-management&ft:locale=en-US).
* [Generate a knowledge article from HR Agent Workspace with ServiceNow Otto for HRSD](https://www.servicenow.com/docs/access?context=gen-kb-now-assisthr&version=australia&pubname=australia-employee-service-management&ft:locale=en-US).
* [Generate knowledge article with ServiceNow Otto](https://www.servicenow.com/docs/access?context=na-fsm-generate-kb-article&version=australia&pubname=australia-field-service-management&ft:locale=en-US)
* To generate knowledge articles based on cases or incidents from the ServiceNow Otto panel, see [Generate a Knowledge article from the ServiceNow Otto panel](https://www.servicenow.com/docs/7OieXRl1o_nQ96CD0dWEBA "Generate a knowledge article for a case or an incident from the ServiceNow Otto panel.").
* [Generate a Knowledge article from the classic environment with ServiceNow Otto](https://www.servicenow.com/docs/ayvLsU4sn8~8PwqVFC1tMQ#Now-Assist-generate-article-coreui "As an author or agent, generate Knowledge articles using ServiceNow Otto on tasks within the classic environment.").
{#using-now-assist-in-km__ul_wyz_hlv_lbc}
* **[Generate a Knowledge article from the ServiceNow Otto panel](https://www.servicenow.com/docs/7OieXRl1o_nQ96CD0dWEBA)**   
  Generate a knowledge article for a case or an incident from the ServiceNow Otto panel.
* **[Generate a Knowledge article from the classic environment with ServiceNow Otto](https://www.servicenow.com/docs/ayvLsU4sn8~8PwqVFC1tMQ#Now-Assist-generate-article-coreui)**   
  As an author or agent, generate Knowledge articles using ServiceNow Otto on tasks within the classic environment.
* **[Generate a Knowledge article using multi-language support](https://www.servicenow.com/docs/Vx42zByNfGnXFiNPhZg7VQ)**   
  ServiceNow Otto in Knowledge Management provides multi-language support for Knowledge article generation. As an agent, generate articles from incidents, cases, and other task types in languages other than English using a language selector configured by the admin.
* **[Edit an article using the ServiceNow Otto context menu](https://www.servicenow.com/docs/8iu_fiela1Lgcu~ihY0G3w#Now-Assist-generate-article-using-context-menu)**   
  Elaborate or shorten content within a Knowledge article using the ServiceNow Otto context menu to access generative AI capabilities in Knowledge Management.
* **[Generate and edit articles using Now Assist in the Knowledge Center article editor](https://www.servicenow.com/docs/nYhnD0MkLjN45p3de_wsBw)**   
  This task explains how to create and improve a knowledge article with the Knowledge center article editor.
* **[Create knowledge articles using AI and Box](https://www.servicenow.com/docs/uysmcHoIh6EnGbaXO1A8zA)**   
  Use Box to create knowledge articles from content stored in an external Box account. When you initiate article creation and select Box as the source, AI searches the connected Box account for files relevant to the prompt, then generates an article based on the results.
* **[Article Optimization with Reading Ease scan](https://www.servicenow.com/docs/liDaheoWt6ipFKGpWbr5Gw)**   
  The Reading Ease scan runs as part of Article Optimization. The scan is triggered each time you save an article or when the scheduled job runs, or both. When the scan detects readability issues with a knowledge article, review and resolve the findings to improve the readability of the article that scored below the acceptable threshold.
* **[Identify and review duplicate Knowledge articles](https://www.servicenow.com/docs/NiSXJsY_AYUL7ncsL8gJfQ)**   
  Review duplicate Knowledge articles using the identify and review duplicate articles feature in ServiceNow Otto.
* **[Merge duplicate articles](https://www.servicenow.com/docs/OJgcUYmdenMqz6NNAZtS1w)**   
  Merge multiple duplicate knowledge articles into a single, consolidated article using Now Assist in Knowledge Management. This task helps knowledge managers reduce redundancy, preserve source article traceability, and verify readers access the most accurate and recent information.