---
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


---

# Using Knowledge Center

# Using Knowledge Center {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

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* Optimize Articles: Edit, retire, or delete outdated content to maintain relevance.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 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

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Note:  
This feature works only if the ServiceNow Otto Skill is enabled for your role. See [Configure custom prompts skills for knowledge article templates](https://www.servicenow.com/docs/y9uduugA6jJ~4lRkXO8CBw "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.

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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.

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For more information, see the following links:
**Related tasks**   

* [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.")