Knowledge Center Home Page

  • Release version: Zurich
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Knowledge Center Home Page

    The Knowledge Center is a plugin within ServiceNow Knowledge Management designed to streamline the management of knowledge articles through an intuitive interface. It provides various UI features that facilitate efficient search, content improvement, task management, navigation, and article creation, helping organizations maintain a complete, accurate, and high-quality knowledge base.

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    Key Features

    • Search: Enables quick retrieval of knowledge articles by title or body text. When the ServiceNow Otto for AI Search is enabled, searches leverage AI capabilities; otherwise, a contextual search is used.
    • Insights: Identifies knowledge gaps, duplicates, article optimization needs, and tracks knowledge health scores to enhance content quality. This feature requires AI skills enabled for the user’s role.
    • Requires Attention: Helps manage critical articles and tasks such as approvals, feedback, checklists, flagged, and expiring articles assigned to the user, ensuring content accuracy and timeliness.
    • Quick View: Provides fast navigation to knowledge bases with filters for most viewed, most useful, or featured articles, expediting access to valuable content.
    • Knowledge Features: Offers guidance on workflows and processes to maintain a robust knowledge ecosystem, accessible based on user role.
    • Actions: Allows creation and management of articles, content blocks, and groups. When ServiceNow Otto is enabled, AI can assist with article creation and updates.
    • Configurations: Provides tools and settings to optimize knowledge management, including assistance configuration and property management.
    • Knowledge Resources: Links to learning materials, community platforms, and product documentation to enhance user skills and collaboration.

    Practical Use for ServiceNow Customers

    By utilizing the Knowledge Center plugin, ServiceNow customers can improve knowledge management efficiency through AI-enhanced search and content insights, streamline content maintenance tasks, and foster a high-quality knowledge base. Role-based access ensures users see relevant features tailored to their responsibilities, supporting effective knowledge governance and continuous improvement.

    Knowledge Center is a plugin within Knowledge Management that helps in the effective management of knowledge articles by using an intuitive interface.

    UI features

    Following are the features supported by the Knowledge Center plugin. Some features are only accessible if you have the appropriate role access and meet the necessary criteria to view them.

    Table 1. UI Features and capabilities
    Section Features Conditions
    Search

    Find knowledge material by title or text in the body. It lets you quickly access the relevant information, reducing time spent searching.

    When the ServiceNow Otto for AI Search 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 knowledge gaps, potential duplicates, article optimization, and knowledge health score. It helps you to improve the content quality and helps for a complete, accurate knowledge base. This feature works only if the AI skills are enabled for your role.
    Requires Attention The Requires Attention section helps you manage and update critical articles and tasks, ensuring content accuracy and timeliness. It includes features like My Approvals, My Feedback Task, and My Article Checklist, and highlights flagged articles and those expiring soon assigned to the logged-in user. User can access features assigned to their role.
    Quick View Navigate quickly to knowledge bases and filter articles by most viewed, most useful, or featured. It speeds up access to popular and high-value content. User can access features assigned to their role.
    Knowledge Features The Knowledge features section provides a guide to workflows and supporting processes for knowledge management. It helps you understand and maintain a robust knowledge ecosystem. User can access features assigned to their role.
    Actions The Actions panel provides options to create articles, blocks, or manage groups, helping you organize knowledge and maintain group ownership effectively. ServiceNow Otto should be enabled for your role. You can use AI for creating or updating articles.
    Configurations The Configurations section provides references to tools and settings that support knowledge management and system optimization. Use these options to configure assistance, manage properties, and improve article quality. User can access features assigned to their role.
    Knowledge Resources The Knowledge Resources section offers links to learning materials and community platforms. Use these resources to build your skills, connect with peers, and find product documentation. User can access features assigned to their role.