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Use Now Assist in Knowledge Management › Now Assist in Knowledge Management › Manage content capabilities › Extend ServiceNow AI Platform capabilities
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Generate a Knowledge article from the Now Assist panel

Generate a new knowledge article for a case or an incident from the Now Assist panel.

Before you begin

For Now Assist for HR Service Delivery (HRSD), Knowledge articles are only supported on the HR case record (sn_hr_core_case), not on the record from extended tables.

Role required: agent

Procedure

  1. Open a case or an incident that is assigned to you.

  2. Open the Now Assist panel by selecting the Now Assist icon (

Image omitted: icon-ai-sparkle.png
Now Assist icon.\).

  1. In the Now Assist panel, select or enter Generate Article.

    Now Assist generates a Knowledge (KB) article.

Image omitted: KB-gen-article-from-taskrecord.png
Generate KB article from task record using Now Assist panel.

  1. View the draft article by selecting the View KB article link in the chat window.

    The article appears in a new tab, with a unique ID number for the article.

  2. Review the article and edit it if necessary.

  3. View, edit, and publish the article by using the respective buttons on the screen.

  4. Provide feedback on whether the article is helpful or not by selecting the liked icon (

Image omitted: KnowledgeHelpful.png
Liked icon.\) or the not liked icon \(\[Omitted image "KnowledgeNotHelpful.png"\] Alt text: Not Liked icon.\).
Image omitted: KB-gen-article-feedback-NAP.png
KB article feedback in the Now Assist panel.
  1. Alternatively, create an article directly from the Now Assist panel without opening the case or incident, by entering the task number and proceed with the same steps as above.
Image omitted: Gen-KB-article-from-NApanel.png
Generate KB article from Now Assist panel.

Parent Topic:Using Now Assist in Knowledge Management