Create a knowledge article from a case

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

    • Reuse information from a customer service case by creating knowledge articles from customer service cases.

    Before you begin

    Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, workspace_admin, admin

    About this task

    Note:
    This task applies to both CSM Configurable Workspace and CSM Agent Workspace. You can also create a knowledge article from a case in the platform interface.

    Your administrator must enable creation of articles from customer service cases.

    Procedure

    1. Open your workspace.
    2. Open a customer service case.
    3. Click the More UI Actions icon (More UI Actions icon.).
    4. Click Create Knowledge Article.
      This creates a new knowledge article in a sub-tab. By default, the new article is created from the KCS Article template. The following information is copied from the case to the knowledge article:
      • Short description
      • Source
      • Cause
      • Close notes
    5. In the Knowledge base field, enter the name of the knowledge base in which you want this article to display.
    6. Optional: Edit the knowledge article.
    7. Click Save.