--- sourceDocument: Zurich Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Enable knowledge harvesting # Enable knowledge harvesting {#ariaid-title1} * Release version: Zurich * * Updated July 31, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read Configure knowledge harvesting from a community to convert unstructured conversations to structured knowledge articles and make the information more accessible. Community administrators perform the following tasks to configure knowledge harvesting. * Enable the Knowledge Management Service Portal plugin (com.snc.knowledge_serviceportal). * Add a knowledge base to a forum to store the knowledge article in a specific knowledge base. Note: You can only add one knowledge base to a forum. The same knowledge base can be used for multiple forums. * Add a knowledge category to a forum topic to categorize the harvested content. {#communities-km-integration-configure__ul_jkd_d14_4bb} **Related concepts** * [Community content types](https://www.servicenow.com/docs/a8gvafDMnlfK7SS5HvLoig "There are seven supported content types: Answer, Blog, Comment, Document, Event, Question, and Video.") * [Community feedback types](https://www.servicenow.com/docs/9NoOZXq4RywA1Uw514Q9xg "There are two supported feedback types: Upvote and Helpful.") * [Community access types](https://www.servicenow.com/docs/Mynrt8yaWbDYbX2Oj5k1uQ "Access types are used to control access to a forum or a content type.") * [Platform Analytics Solutions for Communities](https://www.servicenow.com/docs/VRsUd0R44_sBtrKIF_HGJw "This Platform Analytics Solution contains preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.") * [Create a case from a discussion](https://www.servicenow.com/docs/0lmOkyNHyzQfjh~WIXdnUw "In order to engage your internal experts to reply to discussion threads, you can create cases directly from community questions.") * [Forum and user permissions management](https://www.servicenow.com/docs/mWE1Vm6IQlBKU3wt4EIvYQ "Community and forum administrators can give users and groups of users different levels of access to forums and forum content.") * [Enable users to self-register to a community](https://www.servicenow.com/docs/aUngNrsez0qoe3xjfbc_dQ "Once users have accessed public forums and decided they want to join the community, they can self-register to the community. External user registration provides a way of validating users and requires them to accept the community Terms and Conditions.") * [Administer gamification](https://www.servicenow.com/docs/E_yvN4PfI~G6fFifHVvFoQ "Users with the gamification administrator role can create the rules and other entities that award points to users based on their participation within the community.") * [Community Service Portal](https://www.servicenow.com/docs/v79jwrxV96w6yIQlZ7nHbQ "The Community Service Portal is a web interface that is based on the ServiceNow Service Portal application.") **Related tasks** * [Migrate Social Q\&A data to Communities](https://www.servicenow.com/docs/bCSVKAtoEfpOacAlMLfbag "If you want to migrate existing Social Q&A content to Communities, you can use a script to migrate the data.") * [View community logs](https://www.servicenow.com/docs/HeR9glXZoBFN_HEEcxoctA "Community logs display information about who has viewed or searched for content in a community. The list view displays all log entries, unless filtered.") * [View community feedback and bookmarks tables](https://www.servicenow.com/docs/7sfaxgmhSD0wssj32rqi3Q "View feedback and bookmarks tables to view which community content was given feedback or was bookmarked.") * [Activate Communities plugins](https://www.servicenow.com/docs/tdtIs0qKGbxnYBcTAmdH4A "Activate the Customer Communities plugin to use the Communities application.") * [Configure community content types](https://www.servicenow.com/docs/NNi5k2Vg3q16Hat91cO25A "Configure content types, such as videos and blogs, for the community.") * [Configure video sources for a community](https://www.servicenow.com/docs/bxKskWuYkeU6st_vaeUoMg "Configure additional sources that can be used for uploading a video to the community.") * [Configure community forums](https://www.servicenow.com/docs/74VIIFag44W1YUSBPNnH4g "A forum is a place for users to share content, exchange notes, ask and answer questions, and so on. Before community users can contribute content, configure a forum with content types and permissions, and create and add topics to one or more forums.") * [Configure the community profile](https://www.servicenow.com/docs/5SOyakWBAUS1efP2FALNqQ "Set up the community profile by configuring profile fields and deciding which fields to display in the personal information section of the community profile.") * [Create community Terms and Conditions](https://www.servicenow.com/docs/LB1kS~bzqmcbOme9dOLBaw "Community members must follow the community rules of conduct. Create community Terms and Conditions and them share to build a successful community. Every community user must review and accept the Terms and Conditions before contributing to a community.") * [Moderate a community](https://www.servicenow.com/docs/~J_8sskRNLfSYRq6CPkoNg "Community moderators can manage content quality by reducing the inappropriate content that is posted on the community.") **Related reference** * [Community setup guide for admins](https://www.servicenow.com/docs/Ub4WN7xC0WZ7PsIM3~6isw "Define your requirements with community and forum stakeholders and set up your forums for community users to start creating content.")