--- 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 --- # Using Knowledge Center # Using Knowledge Center {#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 Using Knowledge Center The Knowledge Center in ServiceNow Brazil release provides robust tools and workflows to effectively manage and enhance your knowledge base. Beyond simply viewing dashboards, it enables you to maintain content health, address knowledge gaps, and ensure your knowledge ecosystem remains accurate, complete, and user-friendly. This helps support an effective technical support system by facilitating ongoing content review, optimization, and creation. Show full answer Show less ## Key Features * **Search:** Quickly find knowledge articles by title or text. When AI Search (Now Assist) is enabled, searches deliver more guided and relevant results; otherwise, contextual search is used. * **Insights:** Identify areas for improvement such as potential gaps, duplicates, and article optimization opportunities. This feature requires the Now Assist Skill enabled for your role. * **Requires Attention:** Flags urgent content items needing review or action, including articles expiring within 90 days, flagged content needing corrections, and pending feedback tasks to maintain content accuracy and compliance. * **Quick View:** Navigate knowledge bases easily and filter articles by criteria like most viewed, most useful, or featured, helping prioritize important content. * **Knowledge Features:** Offers guidance on workflows and processes to sustain a strong knowledge base. * **Actions Panel:** Organizes knowledge management tasks such as creating articles using templates, adding reusable knowledge blocks to enforce consistency and reduce duplication, and managing ownership groups to control access and responsibilities. ## Practical Benefits Using the Knowledge Center enables ServiceNow customers to: * Maintain an accurate and relevant knowledge base by addressing content gaps and outdated information. * Streamline content creation and editing through templates and reusable knowledge blocks. * Improve user experience and support effectiveness by quickly responding to feedback and flagged issues. * Ensure compliance and content freshness by monitoring expiring articles and ownership responsibilities. Overall, the Knowledge Center empowers your team to keep your knowledge base comprehensive, reliable, and user-centric, enhancing your technical support capabilities. 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 {#using-knowledge-center__section_kgf_lpk_fhc} * 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 {#using-knowledge-center__section_mbr_nhd_khc} 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 Now Assist feature, 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 {#using-knowledge-center__ul_rvw_453_khc} Note: This feature works only if the Now Assist Skill is enabled for your role. See [Configure custom prompts for knowledge article templates](https://www.servicenow.com/docs/~EXZd0JU8dusu0aLHT83BQ "ServiceNow Otto in Knowledge Management has extended the out-of-box (OOB) KB generation skill to create custom prompts for OOB and custom 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. {#using-knowledge-center__ul_owc_rnd_khc} 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. {#using-knowledge-center__ul_rqy_cpd_khc} For more information, see the following links: **Related tasks** * [Generate a Knowledge article from the ServiceNow Otto panel](https://www.servicenow.com/docs/nR6EIFyheOZ0RG8K~tizGQ "Generate a knowledge article for a case or an incident from the ServiceNow Otto panel.")