--- 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 --- # Using Knowledge Center # Using Knowledge Center {#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 Using Knowledge Center Knowledge Center in ServiceNow Zurich release is a powerful toolset designed to help you manage and improve your knowledge base effectively. Beyond simply viewing dashboards, it enables you to maintain content health, ensure accuracy, and streamline your technical support system by handling critical knowledge tasks. Show full answer Show less ## Key Features * **Search:** Allows you to find knowledge articles by title or text, enhanced with Now Assist for guided and relevant AI-powered search results when enabled, or contextual search otherwise. * **Insights:** Identifies potential gaps, duplicates, and opportunities for article optimization to improve the knowledge base. This feature requires Now Assist Skill enabled for your role. * **Requires Attention:** Highlights urgent items needing review to maintain content accuracy and compliance. Filters include articles expiring within 90 days, user-flagged items, and feedback tasks. * **Quick View:** Provides easy navigation to knowledge bases and filters articles by criteria such as most viewed, most useful, and featured. * **Actions Panel:** Helps organize and manage knowledge by enabling creation of articles using templates, adding reusable knowledge blocks to ensure consistency and reduce duplication, and managing ownership groups to control content responsibility and access. ## Practical Application for ServiceNow Customers Using Knowledge Center enables you to proactively resolve knowledge gaps and duplicates, keep articles up-to-date by editing or retiring outdated content, and create new articles where necessary. By responding promptly to user feedback and flagged items, you maintain high-quality, relevant knowledge content that supports efficient technical support operations. Enabling features like Now Assist enhances search accuracy and insights, helping you identify and address improvements faster. Managing groups and reusable content blocks streamlines collaboration and consistency across your knowledge base, reducing maintenance overhead. ## Next Steps To maximize value, configure Now Assist and related skills for your roles, regularly review the Requires Attention filters, and leverage the Actions Panel to keep your knowledge base current and effective. Additionally, consider generating knowledge articles directly from the ServiceNow Otto panel to further streamline content creation. Learn how to manage and enhance your knowledge base using the powerful tools and workflows available in Knowledge Center. Using Knowledge Center goes beyond viewing dashboards as it involves tasks that keep your knowledge ecosystem accurate, complete, and user-friendly. This section explains how you interact with the system to maintain content health and an effective technical support system. ## Key Tasks {#using-knowledge-center__section_kgf_lpk_fhc} * Resolve Issues: Address knowledge gaps and duplicates highlighted in Insights. * Optimize Articles: Edit, retire, or delete outdated content to maintain relevance. * Create New Content: Draft articles for missing topics identified through gap analysis. * Respond to Feedback: Review user feedback and implement improvements. ## UI feature and uses {#using-knowledge-center__section_mbr_nhd_khc} Following is the list of features and how they can be useful to you. Search Find knowledge material by title or text. Search is equipped with the Now Assist feature, providing more guided and relevant results. Note: When the AI Search feature 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 gaps, Potential duplicates, and Article optimization. * Potential gaps * Potential duplicates * Article optimization {#using-knowledge-center__ul_rvw_453_khc} Note: This feature works only if the Now Assist Skill is enabled for your role. See [Configure custom prompts for knowledge article templates](https://www.servicenow.com/docs/985mtWPXyxr~X3ndXpd3vQ "ServiceNow Otto in Knowledge Management has extended the out-of-box (OOB) KB generation skill to create custom prompts for OOB and custom knowledge article templates."). Requires Attention This feature highlights items that need immediate review or action to maintain content accuracy and compliance. Following are the filters of this feature: * Articles Expiring in 90 Days: Review and update articles scheduled to expire soon to promote relevance and accuracy. * My Flagged Items: Address flagged content for corrections or improvements. * My Feedback Tasks: Resolve feedback requests promptly to maintain content quality. {#using-knowledge-center__ul_owc_rnd_khc} Quick View Quickly navigate to knowledge bases and view articles filtered by criteria such as most viewed, most useful, and featured. Knowledge Features The Knowledge features section offers a comprehensive guide to various knowledge management workflows and supporting processes. It enables you to explore features that help maintain a robust and efficient knowledge base. Actions The Actions Panel helps you organize knowledge effectively by creating articles, adding reusable content blocks, and managing ownership groups. * Create an Article: Use a template to share detailed information and troubleshooting steps. * Add Knowledge Blocks: Knowledge blocks are reusable pieces of content secured by user criteria. Add them to knowledge articles to maintain consistency and reduce duplication. * Manage Groups: Control ownership by editing existing groups or creating one so that the group users have access and responsibility. {#using-knowledge-center__ul_rqy_cpd_khc} For more information, see the following links: **Related tasks** * [Generate a Knowledge article from the ServiceNow Otto panel](https://www.servicenow.com/docs/HImXFoHSWq~Mc73oqnl34A "Generate a knowledge article for a case or an incident from the ServiceNow Otto panel.")