--- sourceDocument: Yokohama Employee Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/employee-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Generate a knowledge article # Generate a knowledge article from HR Agent Workspace with Now Assist {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Create drafts of knowledge articles that are based on the case descriptions with ServiceNow Otto for HR Service Delivery (HRSD). Generating article content with generative AI enables you to write efficiently as you address user concerns. ## Before you begin * Install the following plugins: * Knowledge Management Advanced plugin \[com.snc.knowledge_advanced.installer\]; This is not a mandatory plugin and it cannot be uninstalled. * Now Assist in Knowledge Management \[sn_km_gen_ai\] * Human Resources Scoped App: Core \[com.sn_hr_core\] * Latest version of Agent Workspace for HR Case Management \[sn_hr_agent_ws\] * Human Resources Scoped App: Lifecycle Events \[com.sn_hr_lifecycle_events\] * Human Resources Scoped App: Employee Relations \[com.sn_hr_employee_relations\] {#gen-kb-now-assisthr__ul_ecj_5mb_d1c} * Activate the KB generation skill from the AI Admin Hub console. For more information, see [.](https://servicenow-prod.fluidtopics.net/9jSaPRMaz6a6147xbGen2w "If you have the admin role, you can configure the ServiceNow Otto for HR Service Delivery (HRSD) application so that your agents can use the generative AI capabilities in Agent Workspace for HR Case Management and Core UI.") {#gen-kb-now-assisthr__ul_i3n_j1b_d1c} Role required: * sn_hr_core.case_reader and sn_hr_core.kb_writer roles to view the Create Knowledge option on the HR Case \[sn_hr_core_case\] and its extended tables. * sn_hr_le.case_reader and sn_hr_core.kb_writer roles to view the Create Knowledge option on HR Lifecycle Events Cases. * sn_hr_er.case_reader, sn_hr_core.kb_writer roles to view the Create Knowledge option on employee relations cases. * You should also have the required role for the knowledge base that you selected in the AI Admin Hub configuration. {#gen-kb-now-assisthr__ul_gvn_thh_d1c} ## About this task You can use the KB generation skill in either Core UI or Agent Workspace for HR Case Management. The fields that are used as inputs for generating a knowledge article are the Short description, description, close notes, worknotes, and additional comments fields. Note: The KB generation skill is supported in Now Assist panel for the HR Case records \[sn_hr_core_case\] table, but not on its extended table records. You can make a copy of this skill to configure it to meet your business needs. For more information, see [Make a copy of a Now Assist skill](https://www.servicenow.com/docs/access?context=make-a-copy-of-a-now-assist-skill&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US). ## Procedure 1. Navigate to WorkspacesHR Agent Workspace. 2. Select the Lists icon (![HR Workspace Lists icon]()). 3. Open an HR case in the Close Complete state. 4. Select the More Actions icon( ![More actions icon]()) 5. Select Create Knowledge. 6. Select a knowledge base and an article template in the modal, then select Create Article. Note: If the Knowledge Management Advanced plugin \[com.snc.knowledge_advanced.installer\] is installed and at least one article template is enabled, a modal is displayed so that you can select a knowledge base and article template. Otherwise, the article is created with the standard template. 7. Select one of the following in the Use AI to draft this article? modal. | Option | Description | | Yes, draft with Now Assist | Use Now Assist to draft an article based on task details. You can review and edit the article before it is published. | | No, write it myself | Draft the article manually. | |-|-| {#gen-kb-now-assisthr__choicetable_cql_m25_vcc} 8. Review the Article body. 9. Select Save. The article appears in a new tab with a unique ID number for the knowledge article. 10. View, save, or publish the article by using the UI actions on the screen. **Related concepts** * [ServiceNow Otto for HR Service Delivery (HRSD) integration with Enterprise Service Management Integrations Framework](https://servicenow-prod.fluidtopics.net/WAlFqhfCTMWIJ9QCZYWD6Q "Enable employees to complete actions in third-party Human Capital Management (HCM) systems with Now Assist Virtual Agent topics in Employee Center.") **Related tasks** * [Summarize a chat conversation by using ServiceNow Otto for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/5G_ZpbMWQkJGq6HsZ8Ctqw "Summarize a Virtual Agent chat history in the ServiceNow Otto for HR Service Delivery (HRSD) application. You can also summarize an interaction when the chat ends. The summary includes all points of the handoff, including the Virtual Agent conversation.") * [Summarize a Sidebar discussion by using ServiceNow Otto for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/awZbg7WkeyywK8hewco_tA "Generate a summary of the Sidebar discussions between agents, requesters, and subject matter experts by using the chat summarization skill in the ServiceNow Otto for HR Service Delivery (HRSD) application.") * [Generate a chat reply recommendation by using ServiceNow Otto for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/VRJS87mpayb9s1f6P5lIhQ "Generate a reply based on the context of the chat conversation using Now Assist icon. Chat reply recommendations can help provide agents with quick replies to common questions.") * [Generate a knowledge article from multiple cases](https://servicenow-prod.fluidtopics.net/BWkLb4yGL7JA7dAShRYBJg "Create drafts of knowledge articles from multiple cases with the ServiceNow Otto for HR Service Delivery (HRSD) application. Use generative AI to gather and create the content from multiple cases so that you can reduce the amount of time that you would have spent manually to get the same information.") * [Generate an email reply recommendation by using ServiceNow Otto for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/o9VcoKvMDK3BlJkpD7hEig "Generate an email reply that is based on the case and email context by using the Now Assist icon. With email reply recommendations, agents can create quick emails or responses, helping minimize errors and ramp up productivity.") * [Summarize an HR case using ServiceNow Otto for HRSD](https://servicenow-prod.fluidtopics.net/fGWFcttFk_cRFGrDG_G6UQ "Quickly understand the case context and respond to inquiries by using the case summarization skill.") * [Generate resolution notes using ServiceNow Otto for HRSD](https://servicenow-prod.fluidtopics.net/EIp7V9r6zy61WMwacj1HMQ "Generate the resolution notes for a case using the resolution notes generation skill. You can improve the quality of the resolution notes by providing a summary of the issue and the steps that were taken to resolve the case.") * [View employee summary reports](https://servicenow-prod.fluidtopics.net/U4ADE8peaiVFMkTpjUMv4g "View the Employee Summary Virtual Agent topic in Employee Center to access employee contribution summaries, view consolidated profiles, and track employee progress.") * [Summarize actions while transferring an HR case](https://servicenow-prod.fluidtopics.net/ScynQSEepkhyDjRovv2UJA "Transfer an HR case to another agent or assignment group by summarizing the actions until hand off. For example, an agent can transfer the case to another agent if the case is incorrectly assigned or needs troubleshooting by another agent or assignment group.") * [Use Knowledge Graph in ServiceNow Otto for HRSD](https://servicenow-prod.fluidtopics.net/DHcURN3IQrWqzaMRAMQOwQ "Create a personalized knowledge model as a Knowledge Graph schema.") * [Use Galileo Inside to answer HR-related questions](https://servicenow-prod.fluidtopics.net/sc1icis4x1Mkc5uKDWtmtA "Query the Galileo library to generate a response based on articles and research from The Josh Bersin Company.") * [Use the Now Assist panel in Agent Workspace for HR Case Management](https://servicenow-prod.fluidtopics.net/7yxliJNlmnDJzO25~mad6w "Generate chat and case summaries and resolution notes by using the Now Assist panel in Agent Workspace for HR Case Management or Core UI.") * [Submit an HR request with Gen AI Virtual Agent](https://servicenow-prod.fluidtopics.net/59RY2ZBHa0SzqN~Z1weqEg "Place an HR request using the conversational and streamlined experience offered by Gen AI Virtual Agent.") * [Detect sensitive topics by using sensitivity detection in ServiceNow Otto for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/x8OYfPcrF4WeEOtcl7mK7g "Detect and fix sensitive topics that relate to your employee relation cases by using the sensitivity detection capability in the ServiceNow Otto for HR Service Delivery (HRSD) application.") * [Analyze sentiments in ServiceNow Otto for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/xQvrFkSPgEygi7AiZSis3A "HR agents can prioritize cases based on case sentiment.") **Related topics** * [Now Assist in Knowledge Management](https://www.servicenow.com/docs/access?context=now-assist-knowledge-management&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US) *[\>]: and then