Handling customer data for Knowledge Article Draft

[ubhimani]

For now Assist implementation for CSM for "Knowledge Article Draft" skill; is there a way where

1. Drafted articles should not include any data that would be considered Customer Data
2. Drafted articles would be based on conversations and ticket information in the aggregate, not individual customer

Can there be an additional check for including human review and validation of any article prior to publication

[rpriyadarshy]

Hi 

1. Drafted articles should not include any data that would be considered Customer Data--> You Can use Masking -->Data Privacy for Now Assist detects and masks sensitive data based on Regex. This you can try but KB Generation uses Short description,Description,Resolution notes,Close notes,Work notes,Comments
2. Drafted articles would be based on conversations and ticket information in the aggregate, not individual customer--> Some kind of Control you can try on List of Attributes considered for KB gneration

3. Can there be an additional check for including human review and validation of any article prior to publication---> Absolutely. It creates KB article in DRAFT State. After Draft it will follow the Workflow configured in your instance which is followed for Manual Article creation. During Approval Phases you can edit and control the content of KB.

Regards

RP