Link Knowledge article with incidents for faster resolution.

[Sujal Jamwal]

Give detailed step by step solution on:

Create a workflow to automatically Link Knowledge article with incidents on the basis of category and short description contain common words for faster resolution.

[Dr Atul G- LNG]

Hi @Sujal Jamwal 

I think the best solution for this is Now Assist, which can help you achieve this.

If you think from a flow perspective, you'd need to hardcode the KA that gets attached. However, there could be many KAs for similar issues or causes, which might match with different keywords.

In Flow, you can 

- Action Lookup records 

where 

category = XXXX

and 

Short Description = YY/ZZ/AA/BB

action

For each 

Update record and add knowledge article in KA field of incident form.