Hi all,
How could I find the "Create knowledge" button in the case of customer service in the agent workspace? (Looking for red line in PIC 1) Btw, I used the Admin user to simulate the scenario.
Referencing the youtube video, the speaker adds a KB article for a customer case in the agent workspace, who clicks the "Create knowledge" button in the "..." icon. (Looking for PIC2)
(REF video: https://youtu.be/LLttt3jAVj0?t=1568)
At the same time, also reference the product documentation in the following,
REF 1: https://docs.servicenow.com/en-US/bundle/sandiego-customer-service-management/page/administer/workspace/task/csm-workspace-create-knowledge.html
REF 2: https://docs.servicenow.com/bundle/sandiego-customer-service-management/page/product/customer-service-management/reference/r_PropInstallWcustServ.html
Finish all the requirements but still cannot see the "Create knowledge" in the agent workspace.
Afraid that lost something settings not complete.
Thanks.
Hi
Very first thing make sure the users have sn_customerservice.customer_admin or admin roles.
A>There are few properties which you should mark it as true for Customer service :
1. sn_customerservice.enable_knowledge_kcs :Enable Knowledge Centered Services (KCS) for Customer Services Management
2. sn_customerservice.kcs.enable_template_on_case_workspace : Enables creation of knowledge articles using a knowledge article template from a customer service case in Agent Workspace.
By Default both of these properties are "False".
B> The Knowledge Management Advanced plugin must be active.
C> The pre-defined KCS article template or a newly created article template must be active.
- Use the pre-defined Case KCS Article mapping as is or modify the field mappings between the case source table and article template target table.
- Create a new article template target table and map it to the case source table and customize the field mappings between them. For information on creating article templates, refer to Create an article template.
I was able to fix this issue:
This is the options i had before marking the above 2 mentioned properties as false :
After having the properties marked true along with the plugin mentioned above intalled:
I tested it for the same Case if you check it. Works well and i could see the " Create knowledge" UI Action.
Mark my answer correct & Helpful, if Applicable.
Thanks,
Sandeep
