---
sourceDocument: Australia ServiceNow AI Platform Capabilities
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/servicenow-platform

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Predictive Intelligence for Knowledge Management

# Predictive Intelligence for Knowledge
Management {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

The Predictive Intelligence for Knowledge Management capability uses
machine-learning algorithms to provide various Knowledge Management capabilities, such as
similar articles and knowledge demand insights.

## Solution definitions for Predictive Intelligence for Knowledge Management {#predictive-intelligence-for-km__section_elv_kwl_nhb}

The solution definitions for Predictive Intelligence for Knowledge Management
capability are available in the Predictive Intelligence for Knowledge Management plugin
(com.snc.knowledge_ml). For more information about the plugin, see [Additional plugins for Knowledge Management](https://servicenow-prod.fluidtopics.net/g6m9BQ5Dyit051Fg1doDyw "After Knowledge Management is activated, you can activate additional plugins that provide access to various additional Knowledge Management features.").
{#predictive-intelligence-for-km__table_bdh_nzs_kbc__entry__3}

| Solution Definition | Solution Type | Description |
|-|-|-|
| Knowledge Similar Articles Hinweis: This solution definition is available as a template on instances where both the Predictive Intelligence for Contextual Search plugin (com.snc.contextual_search_ml) and Predictive Intelligence for Knowledge Management plugin (com.snc.knowledge_ml) are activated. | Similarity | Suggests related articles based on the short description of articles. You can see the results in the following places: * The Knowledge results section on the Knowledge form when creating an article in the Knowledge Management Service Portal. If the Knowledge results section isn't displayed on the Knowledge form, you may need to configure the form, to add the Contextual Search Results field. For more information, see [Configuring the form layout](https://www.servicenow.com/docs/access?context=configure-form-layout&version=australia&pubname=australia-platform-administration&ft:locale=en-US). * The Related Articles section on the knowledge article view page in the Knowledge Management Service Portal and Now Mobile applications. * The Agent assist in Agent Workspace when the Similar Articles (ML) option is selected. {#predictive-intelligence-for-km__ul_t24_bbm_nhb} |
| Demand Insights: Case Clusters Need Knowledge | Clustering | Populates collections of closed and resolved customer service cases on the Demand Insights for Cases dashboard. |
| Demand Insights: Incident Clusters Need Knowledge | Clustering | Populates collections of closed and resolved incidents on the Demand Insights for Incidents dashboard. |
| Demand Insights: Similar Cases and Knowledge | Similarity | Compares similarity of incidents with knowledge bases and identifies similar closed and resolved customer service cases as candidate knowledge gaps. |
| Demand Insights: Similar Incidents and Knowledge | Similarity | Compares similarity of incidents with knowledge bases and identifies similar closed and resolved incidents as candidate knowledge gaps. |
[Tabelle : 1. Solution definition and solution type]

{#predictive-intelligence-for-km__table_bdh_nzs_kbc}
**Zugehörige Konzepte**   

* [Knowledge demand insights](https://servicenow-prod.fluidtopics.net/1L9ii~h~nwGRUSu0weqhjQ "Identify knowledge gaps and improve content of your knowledge base using the Knowledge Demand Insights feature.")
* [Demand Insights for Cases dashboard](https://servicenow-prod.fluidtopics.net/Dqw41qksibA0quD047cloQ "The Demand Insights for Cases dashboard enables you as a customer service case manager to identify which cases have no or insufficient knowledge coverage. You can then create feedback tasks for knowledge gaps to deflect such cases.")  
**Zugehörige Tasks**   

* [Train the similarity solution for Knowledge Management to find related articles](https://servicenow-prod.fluidtopics.net/Afi9_QGuT0725uDCz61CdQ "Train the Knowledge Similar Articles solution definition included within the Predictive Intelligence for Knowledge Management capability to find related knowledge articles when creating or viewing a knowledge article.")
* [Create a knowledge article in Agent Workspace](https://servicenow-prod.fluidtopics.net/Gpyo3ukriR_xr1By_Kq6jQ "Create a knowledge article in Agent Workspace to share information across your organization.")