On what basis we are creating the KB articals

kranthi2
Tera Expert

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,

1 ACCEPTED SOLUTION

Dr Atul G- LNG
Tera Patron
Tera Patron

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.

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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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1 REPLY 1

Dr Atul G- LNG
Tera Patron
Tera Patron

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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