Generate a knowledge article from Now Assist for HR Service Delivery (HRSD)

  • Release version: Washingtondc
  • Updated June 7, 2024
  • 1 minute to read

    • Create drafts of knowledge articles based on case descriptions with Now Assist for HR Service Delivery (HRSD). Generating article content with AI enables you to write efficiently as you address user concerns.

    Before you begin

    • Install the following plugins:
      • Knowledge Management Advanced plugin [com.snc.knowledge_advanced.installer]; This is not a mandatory plugin and it cannot be uninstalled.
      • Now Assist in Knowledge Management [sn_km_gen_ai]
      • Human Resources Scoped App: Core [com.sn_hr_core]
      • Latest version of Agent Workspace for HR Case Management [sn_hr_agent_ws]
      • Human Resources Scoped App: Lifecycle Events [com.sn_hr_lifecycle_events]
      • Human Resources Scoped App: Employee Relations [com.sn_hr_employee_relations]
    • Activate the Knowledge Assist skill from the Now Assist Admin console.
    Role required:
    • sn_hr_core.case_reader and sn_hr_core.kb_writer roles to view the Generate article option on the HR Case [sn_hr_core_case] and its extended tables.
    • sn_hr_le.case_reader and sn_hr_core.kb_writer roles to view the Generate article option on HR Lifecycle Events Cases.
    • sn_hr_er.case_reader, sn_hr_core.kb_writer roles to view the Generate article option on Employee Relations Cases.
    • You should also have the required role for the knowledge base selected in Now Assist Admin configuration.

    About this task

    You can use the KB generation skill in either the classic environment or Agent Workspace for HR Case Management. The fields used as inputs for generating KB article are: Short description, description, close notes, worknotes, and additional comments.
    Note:
    KB generation is supported in Now Assist Panel for HR Case records [sn_hr_core_case], but not on its extended tables records.

    Procedure

    1. Navigate to Workspaces > HR Agent Workspace.
    2. Open an HR case that is assigned to you.
    3. Set the HR case to Close Complete state.
    4. From More Actions icon, select Create Knowledge.
    5. Select a knowledge base and an article template if displayed.
      Note:
      • If the Knowledge Management Advanced plugin [com.snc.knowledge_advanced.installer] is installed and KCS article template is enabled, a modal is displayed to select knowledge base and article template, else article is created with a standard template.
      • Disable the Use Now Assist to draft an article toggle if you do not want the AI to generate a KB article.
      • Only KCS article template and standard template are supported. If you select any other template, the Use Now Assist to draft an article toggle will automatically be disabled.
    6. Select Draft article.
      The article appears in a new tab with a unique ID number for the knowledge article.
    7. View, edit, and publish the article by using the respective UI actions on the screen.