With Now Assist Knowledge Management capability, specifically the KB Generation skill, agents can tap into generative AI to quickly create knowledge articles based on the current incident/case’s resolution data.
This works great out of the box, however when customers have customized their knowledge creation workflows around generating such articles, it may need to be handled within the given KB generation skill, in order for the skill to function as expected.
We will highlight some of these scenarios based on findings in Xanadu release along with some tips to resolve such use cases.
*********** IMPORTANT DISCLAIMER AROUND CUSTOMIZATIONS ***********
In general, customizations are not officially supported but often need to be worked around to get the needed functionality. This document attempts to help with handling of a few customization scenarios. Also note that custom tables inherited from OOTB incident table is not supported, however since it does work in most cases, we have included here, but only as tips to work around the use case.
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Scenario 1: Custom created Create Knowledge UI Action for knowledge generation exists prior to Now Assist KB Gen skill enablement
In situations where customers have created their own Create Knowledge UI action, enabling OOB Now Assist KB generation skill will result in both UI Actions to be visible on the form and in workspace. This scenario would need to be explicitly handled by customers so as to avoid duplicate UI actions while also allowing the customers customizations to also be handled.
Below are few guidelines around how this could be handled:
- Bring over the condition, script, and other relevant settings from OOB Create Knowledge UI action into the custom created Create Knowledge UI Action so that Now Assist article generation is triggered.
- Deactivate OOB Create Knowledge and mark the update as Replace on Upgrade so that future OOB updates to the UI Action are brought over to the instance.
- With every upgrade, customers would need to check if the OOB Create Knowledge UI Action was modified and repeat steps 1 and 2 to ensure most recent updates are incorporated into their customized UI Action so that OOB functionality around this is adequately handled.
Scenario 2: Default Record page in Next Experience workspace was customized prior to Now Assist KB gen skill enablement
KB Generation skill is supported in Workspace UI for all 3 supported BU skills: ITSM, CSM, and HRSD. Depending on the BU, the relevant workspace UX application (sys_ux_page_registry table) handles rendering of this skill in Workspace UI. For ITSM, this is handled in the Service Operations Workspace. Similarly, for CSM it is CSM/FSM Configurable Workspace and for HRSD it is Agent Workspace for HR Case Management.
Typically, the page rendered in the relevant BU workspace for each record is determined by the Record Experience configuration based on the order and conditions settings of the various record experiences. The record page with the lowest order and one that matches the conditions set with the current record is the one that is rendered in the workspace UI.
Often, customers tend to duplicate the OOB record pages so that they can be customized. In this case, they lose OOB enhancements to the record page such as for KB generation and even after enabling the KB Generation skill, the functionality may not be available in Workspace UI.
To add to this, even OOB record pages may often be entirely replaced with new record pages. For example, for ITSM SOW Workspace, the current record page used in SOW in Xanadu release is SRP Record whereas in previous releases the OOB record page used was different. However, if a customer has a customized record page of the previous one with a lower order, then that is the page which gets triggered in SOW, causing the Now Assist KB generation feature to not be available.
In such cases, customers can go with either of 2 options as detailed below:
- Revert to the current release’s OOB record page (Preferred). In our example above for ITSM’s SOW workspace, setting SRP record page in Xanadu to the lowest order would allow this page to be rendered in workspace UI and trigger Now Assist KB generation. Taking this route will allow customers to automatically take advantage of OOB functionality including any future updates. However, any record page specific customizations will no longer render in workspace UI as a result of switching to OOB.
- Duplicate the OOB release and BU specific record page and bring over any customizations to the duplicated page. In our example above, in Xanadu release, the OOB SRP record page can be duplicated, and any customizations can be incorporated into the duplicated versions. Customers choosing this option will need to check for OOB updates with each release or store plugin upgrade and repeat these steps as needed.
