--- sourceDocument: Zurich ServiceNow AI Platform Capabilities sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/servicenow-platform Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich ServiceNow AI Platform Capabilities ft:clusterId : - platcap bundleId : - platcap workflow : - Platform --- # Knowledge blocks # Knowledge blocks {#ariaid-title1} * Release version: Zurich * * Updated July 31, 2025 * * ![](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 blocks Knowledge blocks in ServiceNow are reusable content segments that you can insert into knowledge articles within a knowledge base. These blocks are secured by customizable user criteria that control which user roles can view the content, ensuring users only see relevant information. Knowledge blocks are exclusively available within the ServiceNow AI Platform and are designed to enhance content management and user experience in knowledge articles. Show full answer Show less ## Key Features * **User Criteria Security:** Content visibility is controlled at both the knowledge base and knowledge block level, allowing precise targeting of information based on user roles. * **Reusable Content:** Knowledge blocks can be created once and inserted into multiple articles, streamlining content management. * **Content Types Supported:** Blocks support text and images but do not show attached files by default. * **Knowledge Base Configuration:** Knowledge administrators or managers must enable knowledge blocks for each knowledge base where they will be used. * **Integration Support:** When using custom search or article viewers, integration with the appropriate knowledge or knowledge blocks API is recommended to maintain functionality. * **Activation:** Activating knowledge blocks automatically enables Knowledge Management Advanced features, including article versioning, though versioning can be disabled if not needed. ## Practical Use Case For example, an enterprise HR organization can create a single holiday calendar article with location-specific knowledge blocks secured by user criteria. This setup allows employees to view only the holidays relevant to their location, simplifying article management for HR and improving the user experience by preventing unnecessary scrolling through irrelevant content. ## Important Considerations * Knowledge blocks do not support wiki-type articles. * Files attached to blocks are not displayed by default. * Knowledge contributors can create and insert blocks after the feature is enabled. ## Next Steps To implement knowledge blocks, ensure the feature is activated and enabled per knowledge base. Then, create knowledge blocks and insert them into articles as needed, applying user criteria to tailor content visibility. If you have a custom search or viewer, integrate it with the knowledge blocks API to maintain content filtering and display. Knowledge blocks are reusable pieces of content secured by customizable user criteria that you can add to knowledge articles in a knowledge base. The user criteria determine which user roles can or can't read the block content in an article, enabling only relevant content to be visible to that user. Knowledge blocks are available for use in ServiceNow AI Platform only. ## How to use knowledge blocks {#knowledge-blocks__section_e3p_s3y_4fb} To use knowledge blocks, a knowledge administrator or manager must enable the knowledge blocks feature for each knowledge base in which the blocks will be used.{#knowledge-blocks__p_lg2_nfg_h1c} [Enable knowledge blocks for each knowledge base](https://www.servicenow.com/docs/d3l09cXVln~~~3Xo5JRVBg "Enable the knowledge blocks feature for each knowledge base where you plan to use the blocks. Once enabled, you can create knowledge blocks to add to knowledge articles within a knowledge base."){#knowledge-blocks__p_mg2_nfg_h1c} Knowledge contributors can create knowledge blocks and insert them into articles in a knowledge base:{#knowledge-blocks__p_ng2_nfg_h1c} Note: Knowledge blocks are not supported in articles of type wiki. By default, knowledge block doesn't show files attached to it. However, you can see images and text are visible on KB's created from block files. * [Create a knowledge block](https://www.servicenow.com/docs/6S~sG82oo~fG3aZ2cewzEw "Create or modify a knowledge block to define a reusable piece of content that can be inserted into knowledge articles in a knowledge base. The knowledge block is secured by user criteria, which controls what users, groups, roles, companies, locations, or departments can read or not read the content in an article or search, enabling users to more easily view content that is relevant to them.") * [Add knowledge blocks to a knowledge article](https://www.servicenow.com/docs/zZys6kd8aW7t5GFPsAu0PQ "You can insert one or more knowledge blocks into a knowledge article within a knowledge base. Each knowledge block is secured by user criteria, which controls who can read or not read the content in an article.") * [Preview a knowledge article with knowledge blocks by user or date](https://www.servicenow.com/docs/hPnE70ExOcEPreoFK4kfhg "Preview knowledge articles by user or date. For unpublished articles, impersonate different users to see how blocks display based on user criteria. For published articles, preview by user and date to see past versions.") {#knowledge-blocks__ul_tfw_j5k_ycb} Knowledge block content can be read or not read in an article or search based on user criteria set at the knowledge base and knowledge block level. See [Select user criteria for a knowledge block](https://www.servicenow.com/docs/RaDJAmHY_Fgu6YGKnL_OOQ "Control which users can read or not read knowledge block content within an article in a knowledge base by setting user criteria at the knowledge base and knowledge block level. As a knowledge contributor, you can apply user criteria at the knowledge block level.") for more information.{#knowledge-blocks__p_pg2_nfg_h1c} ## Holiday calendar with location-specific knowledge block content You are part of an enterprise HR organization that maintains a company knowledge base. You want to create a holiday calendar so that employees know which days of the year are company holidays. Since the company has multiple locations and holiday dates vary based on where the employee is located, there are several ways that you could create the knowledge article.{#knowledge-blocks__p_qg2_nfg_h1c} One way is that you could create a knowledge article for each location, with an article for Location A, Location B, and so on.{#knowledge-blocks__p_rg2_nfg_h1c} * Pros: simplified consumption. Employees have a single article to search for and read. * Cons: more work for HR. HR has multiple articles to manage and update for each location where the company has employees. {#knowledge-blocks__ul_nck_b41_2db} Another way is that you could create a single knowledge article that includes sections for each location.{#knowledge-blocks__p_sg2_nfg_h1c} * Pros: simplified authoring. HR has a single article to manage and update. * Cons: more work for employees. Employee must scroll through and disregard extraneous content to find the section in the article that pertains to them. {#knowledge-blocks__ul_t1v_b41_2db} With knowledge blocks, you can create a single knowledge article with location-specific block content secured by user criteria. This approach helps to reduce the workload for both HR and employees. As an HR agent, you have a single article to manage and update. Employees have a single article to search for and read, with the user criteria ensuring that they only view content that is relevant to them.{#knowledge-blocks__p_tg2_nfg_h1c} ## If you are using a custom search or knowledge article viewer {#knowledge-blocks__section_bwh_3vj_h2b} If you are using a custom search or knowledge article viewer with your application, you should integrate it with the appropriate knowledge or knowledge blocks API. (Integration is only necessary if you are using a custom search or knowledge article viewer.){#knowledge-blocks__p_ug2_nfg_h1c} [Integrating a custom search or knowledge article viewer with knowledge blocks](https://www.servicenow.com/docs/ge9NPm2NZpUpO0hnXNfU8Q "If you are using a custom search or knowledge article viewer with your application, you can integrate that custom search or viewer with the appropriate knowledge or knowledge blocks API."){#knowledge-blocks__p_vg2_nfg_h1c} ## Activation information {#knowledge-blocks__section_kzl_3vj_h2b} To use knowledge blocks in your application, you must [activate knowledge blocks](https://www.servicenow.com/docs/LqmjA5dcgPqeI~C5rJZZpA "You can activate knowledge blocks [com.snc.knowledge_blocks] if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active."). For information on what components are installed with the feature, see [Components installed with knowledge blocks](https://www.servicenow.com/docs/xytLKpg5zB0Q1~rofgZoxw "Several types of components are installed with activation of the knowledge blocks plugin, including tables.").{#knowledge-blocks__p_wg2_nfg_h1c} Note: Activating knowledge blocks automatically activates Knowledge Management Advanced, which enables advanced features such as article versioning. Knowledge blocks can be used with or without the article versioning feature. To disable the feature, see [Disable the article versioning feature](https://www.servicenow.com/docs/tWKS6Bbtx0f27Ui3gbfn1A "Users with the system administrator role can disable the article versioning feature by setting a property.").