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

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Exploring Knowledge Management

# Exploring Knowledge Management {#ariaid-title1}

Release version: Zurich  
Updated March 12, 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 facilitates the creation, categorization, review, and approval of knowledge articles to help users find and share information efficiently.
It supports multiple organizational groups through separate knowledge bases, each managed individually with distinct workflows for article publishing and retirement.
Access controls enable tailored permissions for reading and contributing.
Show full answer Show less  

## Knowledge Management Workflow

The workflow involves several roles:

* **Knowledge User:** Requests new or updated articles, reads, and shares knowledge.
* **Knowledge Contributor:** Creates or updates articles and submits them for review.
* **Knowledge Manager:** Reviews articles for publication or revision, continuously evaluates article relevancy, and manages article retirement approval.

## Key Features and Benefits

* **Consistent Article Structure:** Templates ensure uniformity in article creation, aiding knowledge users.
* **Multiple Knowledge Bases:** Enables segmentation of knowledge for different organizational groups, managed by administrators and managers.
* **Category Structures:** Multi-level categories enhance content organization.
* **Granular Permissions:** User criteria and scoped knowledge bases allow tailored access.
* **External Content Integration:** Search and integrate external knowledge sources to enrich content.
* **Generative AI Assistance:** ServiceNow Otto helps contributors create articles efficiently.
* **Microsoft Word Integration:** Import and author articles directly from Word documents.
* **Subscriptions and Feedback:** Users can subscribe to articles and provide feedback and ratings.
* **Quality Maintenance:** Article Quality Index (AQI) and knowledge coaches support continuous content improvement.
* **Insight and Analytics:** Identify knowledge gaps and monitor content usage with demand insights and analytics solutions.

## Practical Impact for ServiceNow Customers

Implementing Knowledge Management enables your organization to streamline information sharing, maintain high-quality content aligned with business needs, and improve user satisfaction through structured workflows and advanced tools like AI and external integrations. It empowers your teams to manage knowledge effectively, ensuring relevant, accessible, and up-to-date information across your enterprise.  
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.
{#exploring-knowledge-management__ol_ixx_rng_sbc}

## Knowledge Management benefits {#exploring-knowledge-management__section_g4h_kxh_zwb}

{#exploring-knowledge-management__table_ykg_34g_sbc__entry__3}

| Benefit | Feature | Users |
|-|-|-|
| Create a consistent structure for knowledge articles | [Knowledge article templates](https://www.servicenow.com/docs/KrS1xZ3oX1MAEnI8~6EaLQ "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/1ClzVUIQ_Uz0~NoH_8Yr7w "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/RzpDR4NClb~V~laDxOjwyA "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/ffhpErJtGvxZsWi4FWrtgg "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/XDG5qPmPcTUSUxW3ps9ZaA "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/gRE_s9uV1ggLCqDnGh09uQ "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=zurich&pubname=zurich-platform-administration&ft:locale=en-US) | Administrator |
| Create knowledge articles using generative AI | [ServiceNow Otto in Knowledge Management](https://www.servicenow.com/docs/TdGQGD9kqIC3w2eT6Y05Tw "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/W7g91piwmjLxGCRqfsn1ow "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/orSMrCk6uCPcbZEpqN7sbA "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/2WwdZt90DmVHylVZzdt6rA "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/ZBofOmQEo6A1UCqp9zMApg "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/uGw7obLsg278H8tczSHJBw "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/a~7lyQYRJl1NnNv2oxiFkg "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/qhCowaTIJvD9SqEw2BDKfQ "Platform Analytics Solutions contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.") | Knowledge manager |
[ ]

{#exploring-knowledge-management__table_ykg_34g_sbc}