Automate creation of knowledge articles

[PoonamU]

As a support engineer, I need to automate creation of knowledge articles using Service now tool. How can I do that? Is there any out of the box feature available or I need to do something else?

[Dr Atul G- LNG]

Hi @PoonamU 

You can use the Now Assist for the same. Your customer needs to buy it and then you can create a Knowledge article based on the incident. 

FYI - ON PDI NOW Assist is not available. You can do Now learning training to know more about the same, Xanadu release brings a lot more on NOW Assist.

[Sandeep Rajput]

@PoonamU What is the data source for these knowledge articles?

[PoonamU]

data source will be incident table, i.e. incidents which are closed or resolved.

[Sandeep Rajput]

@PoonamU If the data source is incident, then you can create a Business rule to create a KB Article out of a Closed incident. This BR will trigger the moment an incident is Closed. You can map short description of the incident as a KB Article title and pick description and resolution notes which can be mapped with the description of the KB Article.

Hope this helps.