Avoiding Duplicate Knowledge Creation

[yoshi0427]

Hello Experts,

I am looking for ways to prevent the creation of new knowledge articles that duplicate existing ones.

For example, when creating knowledge in Service Operations Workspace, one possible approach might be to use Agent Assist to search for existing knowledge before generating a new article.

If anyone has experience implementing strategies to avoid duplicate knowledge creation, I would appreciate it if you could share your insights.

Thank you in advance for your support!

Best regards,

Yoshi

[Dr Atul G- LNG]

Hi @yoshi0427 

You can check the Duplicate knowledge UI action on knowledge form, I don't think we have this functionality check the duplicate KB.

[Raj_Nishant92]

Hi @yoshi0427 

You can implement below strategies to prevent creation of duplicate Knowledge Article. 

1. Using Agent Assist to Prevent Duplicate Articles

Find existing knowledge article based on content they are entering into a new article.

2. Use Duplicate Detection Based on Title or Content

This could be based on title similarity or content analysis

3. Knowledge Article Template with Mandatory Search

You can create a knowledge article template that includes a mandatory search step for existing articles before the user can create a new one.

4. Use Knowledge Article Categories and Tags to Avoid Duplication

Another preventive measure is to enforce strict categorization and tagging of knowledge articles.

Please hit like if this is helpful 

Thanks 

Nishant