Please demonstrate the kb generation skill use in csm fsm workSPACE

devarshkhed
Tera Contributor

I have install the Now Assist for Customer Service Management (CSM).But i am not able to see where kb generation willl help agent to wokr ,

1 ACCEPTED SOLUTION

Mark Manders
Mega Patron

What did you already do and check? 

Did you see this: https://www.servicenow.com/community/csm-articles/now-assist-for-csm-quick-start-guide/ta-p/3065109

 


Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark

View solution in original post

3 REPLIES 3

Mark Manders
Mega Patron

What did you already do and check? 

Did you see this: https://www.servicenow.com/community/csm-articles/now-assist-for-csm-quick-start-guide/ta-p/3065109

 


Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark

But still i have some queries regarding the Kb Generation skill

1. I have activated the Kb generation skill ,but i am unable to create a custom skill for kb generation

2. Unable to see the below window.

devarshkhed_0-1737021899931.png

 

Follow the Configuration Steps:

  1. Enable Declarative Action for Case Form:
    • Navigate to: Declarative Actions → Form Actions (sys_declarative_action_assignment)
    • Use the following search criteria:
      • Table: Case
      • Label: Create Knowledge table
    • Open the matching record.
    • Set Enable for all configurable experiences to true.
  2. Ensure the Following System Properties Are Set to true:
    • sn_customerservice.enable_knowledge_kcs
    • sn_customerservice.kcs.enable_template_on_case_workspace

 

Regards,

JP

 

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