Using ServiceNow Otto in Knowledge Management
ServiceNow Otto in Knowledge Management uses artificial intelligence (AI) to generate a knowledge article based on the resolution provided for a case or an incident.
Generating knowledge articles
You can generate knowledge articles in ServiceNow Otto for Customer Service Management (CSM), ServiceNow Otto for IT Service Management (ITSM), ServiceNow Otto for HR Service Delivery (HRSD), and ServiceNow Otto for Field Service Management (FSM). For more information, see the following topics.
- Generate a knowledge article with ServiceNow Otto.
- Generate a knowledge article from the Service Operations Workspace for ITSM and classic environment by using ServiceNow Otto.
- Generate a knowledge article from HR Agent Workspace with ServiceNow Otto for HRSD.
- Generate a knowledge article from the CSM/FSM Configurable Workspace and classic environment with Now Assist
- To generate knowledge articles based on cases or incidents from the ServiceNow Otto panel, see Generate a Knowledge article from the Now Assist panel.
- Generate a Knowledge article from the classic environment with ServiceNow Otto.