--- title: Creating and maintaining articles description: Share your ideas and experience by creating a knowledge article. Review and provide feedback on knowledge articles, and resolve issues yourselves rather than contacting customer service or an internal helpdesk. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/servicenow-platform/knowledge-management/creating-and-maintaining-articles.html release: australia product: Knowledge Management classification: knowledge-management topic_type: concept last_updated: "2026-03-12" reading_time_minutes: 2 breadcrumb: [Knowledge Management, Manage content capabilities, Extend ServiceNow AI Platform capabilities] --- # Creating and maintaining articles Share your ideas and experience by creating a knowledge article. Review and provide feedback on knowledge articles, and resolve issues yourselves rather than contacting customer service or an internal helpdesk. - **[Create a knowledge article](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/create-knowledge-article.md)** Knowledge contributors can create and edit knowledge articles within a knowledge base to share information across your organization. - **[Edit a knowledge article](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/edit-knowledge-article.md)** Edit knowledge articles within a knowledge base to update information shared across your organization. - **[Map related articles](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/map-related-articles.md)** Discover similar information across articles on a topic while viewing an article. You can manually map related articles or have the application automatically present related articles using machine learning \(ML\) algorithms. - **[Map catalog items related to an article](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/map-related-items.md)** Manually map catalog items related to a knowledge article to enable employees to request the related product or service. - **[Schedule a knowledge article for publishing](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/schedule-article-publishing.md)** Set a specific time and day for a knowledge article to be published automatically. - **[Recall an article that is being reviewed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/recall-article-in-review.md)** Recall an article that is being reviewed to make additional changes. - **[Approve an article that is being reviewed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/approve-article-in-review.md)** Approve an article that is being reviewed and create a new published version. - **[Retire a knowledge article](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/c_RetiredKnowledgeArticles.md)** Initiate the retirement workflow to retire a knowledge article. Knowledge base owners and managers can view articles after they are retired but cannot search for retired articles on the Knowledge homepage and portal. - **[Republish a retired article](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/republish-retired-article.md)** Instantly republish a retired article. - **[Move a knowledge article](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/t_MoveAnArticle.md)** You can move articles between knowledge bases. - **[Comment on a knowledge article](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/comment-article.md)** Comment on a knowledge article or reply to a comment. - **[Create knowledge from incident or problem](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/t_ApproveKnowledgeSubmission.md)** Create a knowledge article, so the next time the issue comes up the resolution is easy to find. - **[Create an article version by importing a Word document](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/upload-new-version-article.md)** Import a Word document to a knowledge article to create a new version. - **[Using human readable URLs for the Knowledge article page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/human-readable-urls-km.md)** Human readable URLs include more readable keywords to the URL structure. - **[Select a knowledge article category](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/t_SelectACategory.md)** Knowledge articles within a knowledge base are grouped by category. These groups can help you define the knowledge base taxonomy, and can help users find articles within that knowledge base. - **[Associate a knowledge article with a taxonomy category](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/associate-knowledge-article-with-taxonomy-topic.md)** Associate a knowledge article with a taxonomy topics to create a uniform classification structure across different kinds of content. - **[Create a knowledge article from a customer service case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/create-article-from-case.md)** Reuse information from a customer service case by creating knowledge articles from cases. - **[Provide feedback on knowledge articles](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/r_KnowledgeFeedback.md)** You can view and contribute to feedback on knowledge articles. **Parent Topic:**[Knowledge Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/knowledge-management.md)