Generate a knowledge article from HR Agent Workspace with Now Assist

  • Release version: Xanadu
  • Updated October 16, 2024
  • 2 minutes to read

    • Create drafts of knowledge articles that are based on the case descriptions with Now Assist for HR Service Delivery (HRSD). Creating Knowledge content with generative 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].
      • 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 Create Knowledge 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 Create Knowledge option on HR life cycle Events Cases.
    • sn_hr_er.case_reader, sn_hr_core.kb_writer roles to view the Create Knowledge option on employee relations cases.
    • sn_hr_core.admin role to change specific options or indexed sources.
    • You should also have the required role for the knowledge base that you selected in the Now Assist Admin configuration.

    About this task

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

    Procedure

    1. Navigate to Workspaces > HR Agent Workspace.
    2. Go to All > AI Search > AI Search Index > Indexed Sources.
    3. Open the record named HR Case
    4. Validate that the record is active and select Index all tables
    Note:
    sn_hr_core.admin role is required for indexed source changes. After you validate and index the tables in the initial steps, you can proceed with opening an HR case and drafting a knowledge article.
    1. Open an HR case that is assigned to you.
    2. Set the HR case to the Close Complete state.
    3. Select the More actions icon (More Actions icon.), then select Create Knowledge.
    4. If displayed, select a knowledge base and an article template.
      Note:
      • If the Knowledge Management Advanced plugin [com.snc.knowledge_advanced.installer] is installed, one article template might be enabled. Select a knowledge base and article template. Otherwise, the article is created with the standard template.
      • Only the KCS article template and standard template are supported. Disable the Use Now Assist to draft an article toggle if you don’t want the AI to generate a KB article.
    5. Select Draft article.
      The article appears in a tab with a unique ID number for the knowledge article.
    6. View, edit, or publish the article by using the UI actions on the screen.