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01-31-2024 03:09 AM
Hi,
Please help me out On what basis we are creating the KB articles.
because i have created a new portal based on the issue type i am going to populate the knowledge articles, here i want to understand how can figure out and how we are going to create.
Any specific things we need keep in mind.
Thanks,
Solved! Go to Solution.
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01-31-2024 03:13 AM
Hi @kranthi2
KA are created to help the user, so that the incident count can be reduced.
Ex. How to configure email in phone
How to book a meeting room and much more.
Not only this, we create KA to support SD team for quick resolution as well, like some agent work on an incident and he/she ceate KA so that in case in future if issue come, KA can be referred.
KA like the notes we prepare in our studies.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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- Mark as New
- Bookmark
- Subscribe
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- Subscribe to RSS Feed
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01-31-2024 03:13 AM
Hi @kranthi2
KA are created to help the user, so that the incident count can be reduced.
Ex. How to configure email in phone
How to book a meeting room and much more.
Not only this, we create KA to support SD team for quick resolution as well, like some agent work on an incident and he/she ceate KA so that in case in future if issue come, KA can be referred.
KA like the notes we prepare in our studies.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
****************************************************************************************************************