How do you share knowledge article with a customer?
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04-21-2023 12:07 AM
May I please know: How does your tech support analyst share an article with the customer?
1. If through an Incident record: How? Shares a URL of the attached article?
2. If outside a record: How?
Is is a standard SN feature? or have you been using a customized one to suit your needs?
I have already reviewed the Share Knowledge Article - Widget by Oscar Lopez.
Thanks in advance!!
Cheers!!
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04-24-2023 01:53 PM
We attach the article within the record. This adds the KB article link to the comments (customer visible) field and the customer would be notified via email / if they look at the ticket details within the portal.
UI16's view on how to attach the article is found here: https://docs.servicenow.com/bundle/utah-platform-administration/page/administer/contextual-search/ta...
For agent workspace's agent assist, while the docs site shows a customer service case, the steps are similar for an incident record: https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-ma...
