Knowledge Content Recommendation

Overview

This skill provides a structured approach to recommending relevant knowledge articles for active incidents, cases, or user queries in ServiceNow. Effective knowledge recommendation reduces resolution times, improves first-call resolution rates, and increases self-service adoption.

This skill helps you:

• Extract keywords and context from incident or case descriptions to build targeted searches
• Query knowledge bases using category matching, keyword overlap, and natural language search
• Rank candidate articles by relevance using view counts, ratings, recency, and historical resolution patterns
• Identify articles previously used to resolve similar incidents
• Attach recommended articles to incident or case records with contextual notes

When to use: When triaging or working an incident/case, when a user asks for help on a topic, or when building automated recommendation workflows.

Prerequisites