Generate a knowledge article from the CSM Configurable Workspace and classic environment with Now Assist

  • Release version: Washingtondc
  • Updated October 19, 2023
  • 2 minutes to read

    • As an agent, generate knowledge articles using Now Assist for resolved and closed cases within the CSM Configurable Workspace and classic environment with Now Assist.

    Before you begin

    To generate a knowledge article for a case, the case must be in the resolved and closed state, and must not already have a knowledge article linked to it.

    The following system property configurations are required so that agents can use the Knowledge Centered Service (KCS) template when generating knowledge articles.
    • Install the Knowledge Management Advanced plugin. For details, see Activate the Knowledge Management Advanced plugin.
    • Enable Knowledge Centered Services (KCS) for CSM by setting the system property sn_customerservice.enable_knowledge_kcs to true. Otherwise, Now Assist uses the standard template.
    To enable an agent to see the Now Assist experience on the Create Article page, ensure that the following knowledge base generation criteria is configured:
    • The knowledge skills are installed.
    • In the Now Assist Admin console, ensure that the following criteria are in place:
      • The table record and input fields must be specified.
      • Conditions for the skill availability must be specified from the list of attributes.
      • Display of the knowledge base generation feature In-product and the Now Assist panel must be specified.

    • Create Article must be configured to apply the supported template; For example, Standard and KCS article HTML.

    • Currently, only the Create Article experience is available.

    Role required: agent

    About this task

    In  CSM Configurable Workspace and classic environment, you can generate the knowledge article information for a case by selecting Create Knowledge on the case record. This UI action displays the Use Al to draft this article modal. By using this modal, you can choose to write the article yourself or draft an article with  Now Assist and review and edit the knowledge article text.
    Note:

    The Propose Solution UI action is available to the customer service agents who have assigned cases in the Resolve or Close state. You can also generate knowledge article information on demand from the Now Assist panel. For more information, see Knowledge article generation.

    Procedure

    1. Navigate to Workspaces> > CSM/FSM Configurable Workspace.
    2. Open a case that is assigned to you.
      The case record status should be either resolved or closed.
    3. Create the article by selecting Create Knowledge from the UI actions for the case record.
      Note:
      The Create Knowledge UI action is only visible when a case doesn't have an existing knowledge article associated with it.
    4. In the Create article modal, select a knowledge base and an Article template, if displayed.
      Note:
      If no options are displayed, the default template selected by your administrator in the Now Assist Admin console is used.
    5. Select Create Article.
    6. In the Use Al to draft this article modal, select Yes, draft with Now Assist.
      Enable Now Assist in CSM for KB article generation.
      The completed article is displayed in the chosen template, along with a success message "This article was drafted by Now Assist. Be sure to review it for accuracy before saving."
      Note:
      • You can modify the draft before saving it. The article appears in a new tab with a unique ID number for the knowledge article and is attached to the parent record.
      • After reviewing the Now Assist generated article, when you select Save or Publish, the Now Assist success message disappears indicating that it is no longer a Now LLM Service generated article.
      • If Now LLM Service fails to generate a result, it surfaces an error message.
      • When creating an article using Now Assist, once the process is triggered, it can't be stopped. Now Assist continues to generate the article even if you close the modal.