Using Knowledge Center

  • Release version: Zurich
  • Updated October 26, 2025
  • 2 minutes to read
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    Summary of Using Knowledge Center

    Knowledge Center empowers ServiceNow customers to actively manage and enhance their knowledge base beyond simple dashboard viewing. It provides tools and workflows to maintain the accuracy, completeness, and usability of knowledge content, ensuring an effective technical support system. The platform helps identify knowledge gaps, outdated or duplicate articles, and facilitates content creation and feedback management.

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    Key Features

    • Search: Enables finding knowledge articles by title or text, enhanced with Now Assist for AI-driven, contextually relevant search results. When AI Search is enabled, searches leverage AI; otherwise, contextual search is used.
    • Insights: Identifies improvement opportunities in the knowledge base by revealing potential gaps, duplicates, and articles needing optimization. This feature requires the Now Assist Skill to be enabled.
    • Requires Attention: Highlights urgent items needing review or action, including articles expiring within 90 days, flagged content, and pending feedback tasks to maintain content accuracy and compliance.
    • Quick View: Provides fast navigation to knowledge bases with filtered views such as most viewed, most useful, and featured articles.
    • Actions Panel: Facilitates content management by allowing users to create new articles using templates, add reusable knowledge blocks for consistency, and manage ownership groups to control access and responsibility.

    Practical Application

    ServiceNow customers can use Knowledge Center to:

    • Resolve issues by addressing knowledge gaps and duplicates identified through Insights.
    • Optimize articles by updating, retiring, or deleting outdated content to keep the knowledge base relevant.
    • Create new articles to fill identified content gaps.
    • Respond to and act on user feedback to continually improve content quality.
    • Utilize AI-powered search and insights to streamline knowledge management processes.
    • Organize content ownership and reuse consistent knowledge blocks to reduce duplication.

    Additional Configuration

    To fully leverage Knowledge Center features, customers should configure Now Assist Skills for identifying potential gaps, duplicates, and context menu actions. This setup enhances the system’s ability to provide targeted recommendations and streamline knowledge article generation.

    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

    • 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

    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
    Note:
    This feature works only if the Now Assist Skill is enabled for your role. See Configure skills with custom prompts for 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.

    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.
    For more information, see the following links: