Report Knowledge Gap function outside of Service Operations Workspace?

[CaitlynD]

We are not currently using the Service Operations Workspace (still exploring this as an option) - but the Report Knowledge Gap function it uses seems far more helpful than the Knowledge tick box when resolving an incident in classic view.

Classic view - knowledge tick box takes only the additional comments (often customer/tech back and forth) and only creates a draft after the call has been closed/doesn't assign an author or notify who originally ticked the box.

Report Knowledge Gap function however would just send knowledge managers a task and then we could assign this to the most suitable person to write the article. Is there any way of replacing the knowledge tick box with the report/task function?

[BrianProvencher]

If you can track down the flow the Report Knowledge Gap button triggers, you could create a flow or Business Rule to kick off the same flow when that box is checked.

[CaitlynD]

Thank you. Would this allow us to prevent the knowledge tick box from creating a draft after the call is closed? I have slight concerns about having both processes running as we could end up with confusion/duplication of work.

[BrianProvencher · Accepted solution]

Yes, you could disable the BR that runs on the Incident table to create the KB draft.

[CaitlynD]

Thank you - I'll pass this on to the team for consideration/further investigation