Edit an article using the ServiceNow Otto context menu

Elaborate or shorten content within a Knowledge article using the ServiceNow Otto context menu to access generative AI capabilities in Knowledge Management.

Before you begin

The ServiceNow Otto knowledge content recommendation skill required to enable the context menu feature is activated by the admin. To configure the skill, see Configure skill for the ServiceNow Otto context menu. The elaborate and shorten function is available for all article templates.

Role required: author or agent

Procedure

1. Open a Knowledge article or create one.
2. Select the content that you want to elaborate or shorten from any of the fields in the form.
   
3. Select the ServiceNow Otto icon and select either Elaborate or Shorten from the context menu.
4. Select Insert to add the generated content to the article.

Supported tags

The ServiceNow Otto knowledge content recommendation skill supports a limited set of HTML tags and styles.

The HTML tags supported and not supported by the ServiceNow Otto knowledge content recommendation skill are listed in the following tables. Using the skill on text containing unsupported tags triggers an error message and requires the author to update the text manually.

Table 1. Supported HTML tags

Tags	Description
p	Paragraph
br	Line breaks
ol, li, ul	Ordered and unordered list
h1, h2, h3, h4, h5, h6	Headers (H1 to H6)
strong, em, s	Bold
a	Anchor (link to URL)

Table 2. Unsupported HTML tags

Tags	Description
img, video, audio, picture, source, iframe, embed, object	Media tags
table, details, summary, knowledge blocks	Other tags

Note:

• Unsupported HTML tags in the selected content trigger the following error message:

  Unsupported content such as a table, knowledge block, or media file is included in your selection. Reselect and try again.

• Styles such as bold, italics, tables, and links may not be retained and may result in unpredictable results.