--- sourceDocument: Zurich Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/intelligent-experiences Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Knowledge Base readiness # Knowledge Base readiness for AI on the ServiceNow AI Platform {#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 Knowledge Base readiness for AI on the ServiceNow AI Platform The ServiceNow AI Platform leverages a well-maintained knowledge base to provide accurate and context-aware responses through AI Search, Q\&A Genius Results, and other AI experiences. The quality of knowledge articles directly affects the effectiveness of AI responses, making it essential to keep content clear, updated, and organized to avoid user frustration and incorrect outputs. Show full answer Show less ## Key Features * **Knowledge Management Overview Dashboard:** A tool that helps assess AI readiness by providing metrics like article views and helpfulness ratings, enabling content owners to prioritize updates. * **High-level Checklist:** Steps to prepare your knowledge base for AI, including article review, structural formatting checks, metadata completeness, maintenance audits, and optimization of top searched queries. ## Key Outcomes By ensuring articles are well-structured, properly formatted, and up to date, organizations can improve AI performance and user satisfaction. Regular audits and optimizations help maintain a reliable knowledge base, ensuring that only high-quality content is utilized by ServiceNow Otto for generating responses. The knowledge base is the engine that enables ServiceNow Otto to deliver intelligent, accurate, and context-aware responses across AI Search, Q\&A Genius Results, and other AI-powered experiences. When users ask questions, ServiceNow Otto taps into your knowledge articles to generate answers that reflect your organization's expertise and policies. This means the quality, clarity, and structure of your knowledge content directly influence the effectiveness of AI responses. Outdated, inconsistent, or poorly written articles can lead to incorrect outputs and user frustration. That's why maintaining a clean, well-organized knowledge base is critical---not just for documentation, but for enabling reliable AI performance. The Knowledge Management Overview dashboard is a powerful tool for assessing AI readiness. It provides key usage metrics such as article views, helpfulness ratings, and feedback trends, helping content owners identify high-performing articles and prioritize updates to low-usage or outdated content. For more information, see [Knowledge Management Overview dashboard](https://www.servicenow.com/docs/access?context=km-overview-dash&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US). ## High-level checklist {#sn-ai-impl-kb-readiness__section_atz_cqb_zgc} 1. Review existing KB articles and knowledge bases : Get the total count of published KB articles and the number of active knowledge bases. : Why? To scope clean-up and identify high-priority content. : See: [Knowledge Management Overview dashboard](https://www.servicenow.com/docs/access?context=km-overview-dash&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) 2. Review the structural formatting of KB articles : Check for consistent template use (KCS-based, Q\&A, Issue-Cause-Resolution, etc.). Ensure that the Knowledge Management Advanced plugin is active. : If you're using custom templates, determine whether they follow a consistent format. Also ensure that key steps are clearly defined and consistently populated. : Why? Using templates consistently improves LLM understanding and summarization. : See: * [Knowledge article templates](https://www.servicenow.com/docs/access?context=knowledge-article-templates&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) * [Activate the Knowledge Management Advanced plugin](https://www.servicenow.com/docs/access?context=activate-knowledge-advanced-plugin&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) {#sn-ai-impl-kb-readiness__ul_ny5_lxb_zgc} 3. Ensure metadata completeness in KB articles : Make sure that fields such as Meta, Meta Description, Category, Author, and Validity are populated. : Why? This practice enables precise AI filtering and targeting. : See: * [Create a knowledge article](https://www.servicenow.com/docs/access?context=create-knowledge-article&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) * [Best practices to use your knowledge articles with generative AI](https://www.servicenow.com/community/knowledge-management-articles/best-practices-to-use-your-knowledge-articles-with-now-assist/ta-p/2824219) (ServiceNow Community) {#sn-ai-impl-kb-readiness__ul_zlf_4xb_zgc} 4. Perform maintenance audits : Flag KB articles that have not been updated in a year or more, that have no metadata, are duplicates, or are about to expire. : Why? Outdated content degrades user trust and AI performance. : See: * [Knowledge Management Overview dashboard](https://www.servicenow.com/docs/access?context=km-overview-dash&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) * [Retire a knowledge article](https://www.servicenow.com/docs/access?context=c_RetiredKnowledgeArticles&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) * [Identify and review duplicate Knowledge articles](https://www.servicenow.com/docs/access?context=Now-Assist-identify-and-review-duplicate-articles&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) (requires ServiceNow Otto for Knowledge Management) {#sn-ai-impl-kb-readiness__ul_qsd_b5b_zgc} 5. Review top searched queries : Identify search queries and articles for optimization, and limit ServiceNow Otto Q\&A functionality to high-quality, optimized KB articles. : Why? This prevents low-value content from surfacing in answers. : See: [Knowledge Management dashboard](https://www.servicenow.com/docs/access?context=knowledge-management-dashboard&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US)