---
title: Knowledge Management in Service Operations Workspace
description: Knowledge articles provide agents with information such as self-help, troubleshooting, and task resolution.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/service-operations-workspace/knowledge-articles-sow.html
release: australia
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Managing IT services in your organization, Service Operations Workspace for ITSM, IT Service Management]
---

# Knowledge Management in Service Operations Workspace

Knowledge articles provide agents with information such as self-help, troubleshooting, and task resolution.

An agent can work on the agent's published and unpublished articles, feedback tasks, flagged tasks, and translation tasks. For information about knowledge articles, see [Using Knowledge Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/servicenow-platform/using-knowledge-management.md).

**Note:** The list of agent's translation tasks is available only when the I18N: Knowledge Management Internationalization Plugin v2 plugin \(com.glideapp.knowledge.i18n2\) is activated.

Agents can also use knowledge blocks to reuse content within knowledge articles. For information about knowledge blocks, see [Knowledge blocks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/servicenow-platform/knowledge-blocks.md).

**Note:** The list of knowledge blocks is available only when the Knowledge Blocks plugin \(com.snc.knowledge\_blocks\) is activated.

-   **[Work on a knowledge article in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/work-knowledge-article.md)**  
Share information across your organization using a knowledge article.

**Parent Topic:**[Managing IT services in your organization](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/managing-services-operations-in-organization.md)

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