Guidance on Knowledge Article Authoring Best Practices for Now Assist in Virtual Agent Issue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Guidance on best practices and standards for authoring Knowledge Base (KB) articles optimized for Now Assist in Virtual Agent, including detailed recommendations on how to structure articles effectively to enhance readability and user engagement, the appropriate use of HTML formatting to ensure compatibility and proper display within the Virtual Agent interface, and the adoption of a clear, concise, and consistent writing style that facilitates quick comprehension. Additionally, this guidance covers the optimal configuration of critical fields such as the article title and meta tags, emphasizing their role in improving searchability and relevance. The customer also seeks to understand the priority and importance of various KB fields in ensuring accurate identification and retrieval by Now Assist, highlighting how proper field configuration directly impacts the efficiency and accuracy of the Virtual Agent's responses. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } n/a Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Recommended KB Article Structure:ServiceNow recommends a predictable, machine-readable structure rather than free-form prose. Recommended Layout: Short summary / purpose (1–2 sentences) ## Symptoms / When to use this article ## Resolution / Answer (MOST IMPORTANT) ## Steps (if procedural) ## Additional Information / Notes (optional) ## Related Articles (optional) - Headings act as semantic anchors for LLM chunking- The Resolution / Answer section is most frequently used by Q&A Genius Results in Virtual Agent- Step-by-step sections improve grounding and reduce hallucinations- Predictable heading taxonomy improves GenAI retrieval accuracy and summarization.>> One primary intent per article:- Do not combine multiple resolutions or unrelated FAQs- Duplicates or multi-topic articles reduce Retrieval‑Augmented Generation (RAG) accuracy>> Now Assist parses KB articles as HTML + text, not visual layout.ServiceNow's KB Content Style Guide stresses simplicity, white space, and semantic formatting for both human and AI consumption.- Recommended Tags<h2>, <h3> for sections<p> for paragraphs<ul><li> for lists<strong> for emphasis- Avoid:Nested tables for main content.Inline CSS or styling hacks.Collapsible sections hiding critical answers.Images that contain essential text (current AI cannot read them reliably).Article Title (IMPORTANT) Titles are heavily weighted in AI Search ranking and Virtual Agent result selection.- Question or task-based- Matches how users ask Virtual Agent- Avoid using special charactersGood example: How to reset your ServiceNow passwordPoor example: Password Reset Procedure v3 ServiceNow has a native tool to know if the knowledge article is "AI-Ready"?>> Please refer: Knowledge Base readiness for Now Assist on the ServiceNow AI Platformhttps://www.servicenow.com/docs/r/intelligent-experiences/sn-ai-impl-kb-readiness.htmlYes, ServiceNow has native tools to assess whether knowledge content is AI‑ready, primarily through:- Knowledge Management Overview Dashboard- Now Assist Readiness Evaluation- Knowledge Article Optimizer (Now Assist)However, ServiceNow does not provide a single built‑in "AI‑Ready" flag at the individual article level. AI readiness is evaluated through quality, structure, usage, and AI consumption metrics, not a checkbox. Related Links<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } >> Best practices to use your knowledge articles with Now Assist (generative AI)https://www.servicenow.com/community/knowledge-management-articles/best-practices-to-use-your-knowledge-articles-with-now-assist/ta-p/2824219