Create knowledge The ServiceNow knowledge bases house the information an organization needs to keep and share. For example, it might include desktop support information, company/department processes and procedures, and documentation about internally developed applications. Add information to the knowledge base by performing any of the following tasks. Create articles manually. Create articles automatically from an incident. Create articles automatically from a problem. Link to or import content stored in another knowledge base. Publish managed documents to the knowledge base. By default, most new articles are created as drafts and move through a review state before they are published. An exception to the standard workflow is posting news from the Problem form. If the administrator enables the optional knowledge submission workflow, articles created from incidents or problems become knowledge submissions, which are processed through a different path. For more information, see Knowledge workflows. Create knowledge manuallyYou can create knowledge base articles directly in the Knowledge form.Access an external knowledge articleYou can add new search engines to the advanced search function or add links at the top of knowledge pages.Make an attachment visibleAs with other records, you can add attachments to knowledge articles.Create knowledge from an incidentIncidents within ITIL processes often generate information that may be needed in the future.Options for creating knowledge from a problemYou can create knowledge base articles directly from a problem.