Configure skill for the ServiceNow Otto context menu

  • Release version: Zurich
  • Updated July 20, 2026
  • 1 minute to read

    • Configure the knowledge content recommendation skill so that agents can use the ServiceNow Otto context menu to expand or shorten a knowledge article in TinyMCE. With the content editor in the Knowledge Center, agents can create and edit knowledge articles using custom instructions.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > AI Admin > AI Features > Platform.
    2. Select View details on the Knowledge feature card and navigate to Active skills.
      Enable the knowledge content recommendation skill in AI Skills for Platform.
    3. Select Edit from Ellipses icon corresponding to the Knowledge content recommendation skill.
      Edit and activate the ServiceNow Otto knowledge content recommendation skill.
    4. Enable the In-product display and select Done to activate the skill.