Configure the KB generation skill

  • Release version: Australia
  • Updated June 16, 2026
  • 1 minute to read

    • Configure the KB generation skill that agents can use to draft a knowledge article with Now Assist.

    Before you begin

    Role required: wm_admin

    About this task

    To allow agents to generate knowledge articles for work orders in a closed complete or closed incomplete state, you configure the KB generation skill. This configuration involves three key steps: Enable the Now Assist panel, activate the FSM knowledge skill, and turn on the Now Assist for Platform knowledge skill. Follow these steps to ensure your KB generation skill is set up correctly.

    Procedure

    1. Navigate to All > Now Assist Admin > Experiences to access the Now Assist panel tab of the Now Assist Admin console.
    2. In the summary section, select Turn on.Turn on the Now Assist panel
    3. Select Go to features and skills.
    4. In the Customer workflow group, select FSM.
    5. On the Knowledge feature card, select View details.Now Assist FSM skill cards
    6. In the All available knowledge skills section, select Activate skill.
    7. Select where you want to display the KB generation skill by toggling the Display switch.
      You can select In-product, Now Assist panel, or both.
      • In-product: When selected, Now Assist skills are displayed on forms and workspaces. Select the arrow next to the toggle switch to define the roles that can use this skill in-product.
      • Now Assist panel: When selected, Now Assist skills are available in the Now Assist panel. Select the arrow next to the toggle switch to define roles that can use this skill in the Now Assist panel.
        Note:
        If you don't see the Now Assist panel toggle, go back to step 1 to enable it.
        KB generation skill display options
    8. Select Save and continue to go to the next step.
    9. Review your choices and select Activate.
    10. Return to Knowledge.
    11. Select the Platform workflow.
    12. On the Knowledge feature card, select View details.Enable the Platform knowlege skill
    13. In the All available knowledge skills section, select Activate skill.
    14. Select In-product desktop by toggling the Display switch.
    15. Select Save and continue to go to the next step.
    16. Review your choices and select Activate to complete the configuration.