---
sourceDocument: Xanadu Enable AI
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/intelligent-experiences

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# KB generation

# KB generation {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 15, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

You can quickly write drafts of knowledge articles based on cases, incidents, or work order tasks with Now Assist. Generating article content with artificial intelligence (AI) enables agents to write efficiently as they address common user concerns.

## KB generation overview

Now Assist can create drafts of knowledge articles on how to resolve a case, an incident, or a work order task for agents to review and edit before publishing. Articles can be created in CSM Configurable Workspace, Service Operations Workspace for ITSM, Agent Workspace for HR Case Management, CSM/FSM Configurable Workspace, classic environment, or in the Now Assist panel. As a prerequisite to creating knowledge articles, it is recommended to activate the appropriate plugins for the respective workspaces. For example, to create a knowledge article from an
incident, activate the [Activate KCS Integration for Incident Management](https://www.servicenow.com/docs/access?context=activate-kcs-integration-for-im&version=xanadu&pubname=xanadu-it-service-management&ft:locale=en-US) plugin (com.snc.incident.knowledge).

The following fields are used as inputs:

* Short description
* Description
* Resolution notes
* Close notes
* Work notes
* Comments

Note:  
Now LLM Service is the provider for this Now Assist skill.

Once a Now Assist application is installed, the agent will have the option to use Now Assist to generate a knowledge article on cases that are resolved and closed, incidents that are resolved, as well as work order tasks that are closed complete or closed incomplete.

In this example, an agent working in the CSM Configurable Workspace has the option to use Now Assist to draft an article.  
Figure 1. Generating a new knowledge article in the CSM Configurable Workspace

In this example, an agent has used the Now Assist panel to start a draft from a resolved incident in the classic environment. After an article draft is generated, the agent clicks a link to review, edit, and publish the article.  
Figure 2. Generating a knowledge article in the Now Assist panel

## Generating knowledge articles

You can generate knowledge articles in the following products.

* 
* [Generate a knowledge article from the Service Operations Workspace for ITSM and classic environment by using Now Assist](https://www.servicenow.com/docs/access?context=Now-Assist-generate-article-SOW-itsm&version=xanadu&pubname=xanadu-it-service-management&ft:locale=en-US)
* 
* 
* 
* [Generate a knowledge article from the classic environment with Now Assist](https://www.servicenow.com/docs/access?context=Now-Assist-generate-article-coreui&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US)
* [Generate a knowledge article from the Now Assist panel](https://www.servicenow.com/docs/access?context=Now-Assist-generate-article-NApanel&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US)
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## Availability {#now-assist-kb-generation__section_p4b_chd_dbc}

This skill is available in the workflows and products listed below.  
{#now-assist-kb-generation__table_r25_vxc_dbcfff__entry__2}

| Workflow | Product |
|-|-|
| Technology | [Now Assist for IT Service Management (ITSM)](https://www.servicenow.com/docs/access?context=now-assist-itsm&version=xanadu&pubname=xanadu-it-service-management&ft:locale=en-US) |
| Customer | [Now Assist for Customer Service Management (CSM)](https://www.servicenow.com/docs/access?context=now-assist-csm&version=xanadu&pubname=xanadu-customer-service-management&ft:locale=en-US) [Now Assist for Field Service Management (FSM)](https://www.servicenow.com/docs/access?context=now-assist-fsm&version=xanadu&pubname=xanadu-field-service-management&ft:locale=en-US) |
| Employee | [Now Assist for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/access?context=now-assist-hrsd&version=xanadu&pubname=xanadu-employee-service-management&ft:locale=en-US) |
[Table 1. Now Assist products and workflows]

{#now-assist-kb-generation__table_r25_vxc_dbcfff}