Configure knowledge generation

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read

    • Configure the Knowledge Generation skill to draft knowledge articles on resolving case tasks for agents to review and edit before publishing.

    Before you begin

    Confirm that the following is set up before you activate the skill:
    1. Install the Required Plugin- Now Assist for CSM plugin.
    2. Enable KCS system properties: The visibility of the Create Knowledge action in CSM Configurable Workspace depends on specific system properties and differs from its implementation in the Core UI UI.
      • In Core UI, the action is implemented as a UI Action.
      • In CSM Configurable Workspace, it is implemented as a Declarative Action.
      The visibility and behavior of the Create Knowledge button in the CSM Configurable Workspace depends on two system properties:
      • sn_customerservice.enable_knowledge_kcs: If this property is true, the button appears in the CSM Configurable Workspace.
      • sn_customerservice.kcs.enable_template_on_case_workspace
        • If this property is false, the button is a UI Action and clicking it does not open a template selector.
        • If this property is true, the button is a Declarative Action and clicking it opens a template selector modal.

      If either property is inactive, the action will not appear in CSM Configurable Workspace—even if it is visible in Core UI.

    3. Activate the KCS template.
      1. Navigate to All > Knowledge > Administration > Article Template.
      2. Locate the KCS Article.
      3. Set its status to Active.
        Important:
          • For Now Assist panel, if property sn_customerservice.enable_knowledge_kcs and KCS Article Template is not enabled then it will create article using standard template for cases.
          • For Core UI / Workspace, if sn_customerservice.enable_knowledge_kcs and KCS Article Template is not enabled then it will not show Create Knowledge button on case form.

    Role required: admin

    The knowledge generation skill incorporates information that you enter in the following fields:
    • Short Description
    • Description
    • Resolution Notes
    • Work Notes
    • Comments

    Any modifications to the names or labels of these fields can quality the generation and quality of knowledge generation articles.

    Note:
    Revert to the default field name and field label for the affected fields. To remove incompatible fields from generation, confirm a copy of the skill has been created, as not all fields are removable/configurable. Additionally, confirm that the Knowledge Management advanced installer plugin is enabled and the following system properties are set to TRUE:
    • sn_customerservice.enable_knowledge_kcs
    • kcs.enable_template_on_case_workspace

    Procedure

    1. Navigate to Admin > Now Assist Admin >Skills.
    2. Select the Customer workflow, and CSM as the product.
    3. Activate Skill for the KB Generation skill.
      Each skill has a guided setup with multiple steps. A check symbol next to each step indicates whether its setup is complete, partially complete, or incomplete. After configuring a step, select Save and continue to move forward, or Back to return to a previous step.
    4. Select Choose Input and review the tables and fields to create prompts that determines where data is pulled from.
      Note:
      You cannot modify the input data source.
      Table 1. Table 1: Inputs for the knowledge article generation skill
      Input Description
      Input table Case [sn_customerservice_case]
      Input fields
      • Short description
      • Description
      • Resolution notes (for cases and incidents)
      • Work notes
      • Comments
      Note:
      When you select Run Test, a new task record input window appears where the user can select an input record from the drop-down through which the system automatically resolves and populates all the required fields.
    5. Select Define Availability to customize how and when the skill capability is active and accessible.
      • Select Skill is always available so no restrictions are placed on when a skill is available.
      • Select Customize skill availability to define conditions and use the condition builder to configure fields and values.
    6. Select Define access to determine who can access this skill.

      By selecting specific roles, you're controlling who can use it. The roles you choose will also be available in the next step Select display.

      Default and Custom Roles:
      • If no changes are made, the default role sn_customerservice_agent or sn_customerservice.consumer_agent will automatically appear in Define Access and Select Display.
      • If custom roles were added before the upgrade, they’ll be updated automatically by a script.
      • If new roles are created after the upgrade, you must manually add them in both the Define Access and Select Display.
        Note:
        In the Select Display step, you can only choose roles that were added in the Define Access step. If you add a role in Define Access, you still must manually select it in Select Display to make it active.
    7. Select Display to determine where the KB generation appears.
      • Select In-product desktop to display Now Assist skills on forms and workspaces.
      • Select Now Assist panel to display Now Assist skills in the Now Assist panel.
    8. After selecting Review and Activate to examine changes, select Done to close the KB generation settings.
    9. Select Activate to turn on the skill for agents and complete the configuration.