---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Create a knowledge article from a case

# Create a knowledge article from a case {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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

Your administrator must [enable creation of articles
from customer service cases](https://www.servicenow.com/docs/access?context=administer-create-article-from-case&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US).

## Procedure

1. Open CSM Configurable 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
   {#csm-workspace-create-knowledge__ul_syl_ntf_dgb}
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.
{#csm-workspace-create-knowledge__steps_hyw_4kc_qfb}