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?
