--- 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 --- # Explore ServiceNow Otto in Knowledge Management # Exploring ServiceNow Otto in Knowledge Management {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read ServiceNow Otto in Knowledge Management enables agents to generate, edit, and publish knowledge articles from a case or incident using the ServiceNow Otto panel, classic environment, and configurable workspace. ## ServiceNow Otto in Knowledge Management overview {#exploring-now-assist-KM__section_ewx_sxw_m1c} After activation and configuration, ServiceNow Otto in Knowledge Management provides agents with the following generative AI capabilities: * Agents can generate articles from the ServiceNow Otto panel. * Agents can generate articles from their respective configurable workspace. * Agents can edit and publish articles in the knowledge base. {#exploring-now-assist-KM__ul_s2t_3lc_51c} ## ServiceNow Otto in Knowledge Management skills {#exploring-now-assist-KM__section_fwx_sxw_m1c} The ServiceNow Otto in Knowledge Management application includes KB generation skills that enable agents to generate knowledge articles when working on a case or incident. Agents can document resolutions using generative AI features in Knowledge Management and share them with customers to address their queries and issues. ## ServiceNow Otto panel {#exploring-now-assist-KM__section_s4h_lcf_51c} Agents can use the ServiceNow Otto panel available in their workspace. This conversational interface lets agents generate a knowledge article related to a case or incident. For more information about the panel, see [ServiceNow Otto panel](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). **Related tasks** * [Generate a Knowledge article from the classic environment with ServiceNow Otto](https://www.servicenow.com/docs/I0d8bnYsi4fEEIils5Az7w#Now-Assist-generate-article-coreui "As an author or agent, generate Knowledge articles using ServiceNow Otto on tasks within the classic environment.") * [Configuring the KB generation skill](https://www.servicenow.com/docs/1y_cf56it072HoXjZBqA1g "Configure the KB generation skill that agents can use to draft a knowledge article with ServiceNow Otto.") * [Configure skill for the ServiceNow Otto context menu](https://www.servicenow.com/docs/hTcaLaYcESto_2EXtnejpg "Configure the knowledge content recommendation skill so that agents can use the ServiceNow Otto context menu to expand or shorten a knowledge article in TinyMCE. With the content editor in the Knowledge Center, agents can create and edit knowledge articles using custom instructions.") * [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.") * [Configure and activate the identify duplicate articles skill](https://www.servicenow.com/docs/RjvAUeZVEuky0DidC4GfmA "Configure the Knowledge content management skill to enable admins and managers to activate the identify duplicate articles skill in ServiceNow Otto.") * [Configure Article Optimization skill and prompts](https://www.servicenow.com/docs/ls1_VyX2zgyLJHoWLGTThQ "Create custom prompts for the default Article Optimization (AO) skill in the Knowledge Center application and prompts using standalone custom skills.") * [Configure custom AI-based Article Optimization scans](https://www.servicenow.com/docs/NREpjUv7OfsMRZjheBmhYA "The Out-of-Box (OOB) Knowledge Center settings provide default configurations for article optimization scans. However, you can customize scans for article optimization.") * [Configure skills for potential gaps](https://www.servicenow.com/docs/b1eVhvAaC1zydcIHDNilHg "The knowledge gaps feature identifies missing knowledge articles. Activate the Knowledge Gaps skill in the ServiceNow Otto AI Admin console before working with gaps.") * [Configure AI skills for merging articles](https://www.servicenow.com/docs/kKWZhNEg5NyD8ALcjOjTLg "To merge the duplicate knowledge articles, activate AI skills for merging the duplicate articles. Once configured, these skills enable the system to merge duplicate articles effectively, ensuring consistent and streamlined content management.") * [Enable multilingual service in ServiceNow Otto](https://www.servicenow.com/docs/38d1YgIo7d6m4E4ftisxLw "Enable multilingual service in the ServiceNow Otto AI Admin console for Knowledge Management to support different languages across third-party AI model providers. Select languages for each provider and enable native and dynamic translation support.") * [Enable article optimization recommendations](https://www.servicenow.com/docs/TlSI9pNcaMzek4u8HH0esg "Enable article optimization recommendations in ServiceNow Otto to activate AI-powered improvement suggestions for knowledge articles.") **Related topics** * [Generate a knowledge article with ServiceNow Otto](https://www.servicenow.com/docs/access?context=Now-Assist-generate-article-csm-workspace&version=brazil&pubname=brazil-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=brazil&pubname=brazil-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=brazil&pubname=brazil-employee-service-management&ft:locale=en-US)