How we can configure now assist for csm KB generation skill from starting??

[vishwas2002]

I have configured the KB Generation skill from the Now Assist Admin Console, but I am unable to see the "Create Knowledge" button on the sn_customerservice_case table.

I have already verified that the Workspace plugin is up to date.

Could anyone help me understand:

Are there any specific plugins or dependencies that need to be installed?

Do we need to configure anything in Workspace (UI Builder / Context Menu / Actions) to make the skill visible?

Any guidance would be appreciated.

[Dr Atul G- LNG]

Follow same for CSM

https://www.servicenow.com/docs/r/field-service-management/now-assist-for-field-service-management-f...

https://www.servicenow.com/community/csm-articles/now-assist-for-csm-knowledge-generation/ta-p/33444...

[Tanushree Maiti]

Hi @vishwas2002 

As per Servicenow documentation : Configure knowledge generation_CSM 

1. Ensure you have followed and configured all prequisite

1. Install the Required Plugin- Now Assist for CSM plugin.
2. Enable KCS system properties: The visibility of the Create Knowledge action in CSM Configurable Workspace depends on specific system properties and differs from its implementation in the Core UI UI.
   • In Core UI, the action is implemented as a UI Action.
   • In CSM Configurable Workspace, it is implemented as a Declarative Action.
   The visibility and behavior of the Create Knowledge button in the CSM Configurable Workspace depends on two system properties:

   • sn_customerservice.enable_knowledge_kcs: If this property is true, the button appears in the CSM Configurable Workspace.
   • sn_customerservice.kcs.enable_template_on_case_workspace
     • If this property is false, the button is a UI Action and clicking it does not open a template selector.
     • If this property is true, the button is a Declarative Action and clicking it opens a template selector modal.

   If either property is inactive, the action will not appear in CSM Configurable Workspace—even if it is visible in Core UI.

3. Activate the KCS template.
   1. Navigate to All > Knowledge > Administration > Article Template.
   2. Locate the KCS Article.
   3. Set its status to Active.
      Important:

      • • For Now Assist panel, if property sn_customerservice.enable_knowledge_kcs and KCS Article Template is not enabled then it will create article using standard template for cases.
        • For Core UI / Workspace, if sn_customerservice.enable_knowledge_kcs and KCS Article Template is not enabled then it will not show Create Knowledge button on case form.

Role required: admin

The knowledge generation skill incorporates information that you enter in the following fields:

• Short Description
• Description
• Resolution Notes
• Work Notes
• Comments

Any modifications to the names or labels of these fields can quality the generation and quality of knowledge generation articles.

Note:

Revert to the default field name and field label for the affected fields. To remove incompatible fields from generation, confirm a copy of the skill has been created, as not all fields are removable/configurable. Additionally, confirm that the Knowledge Management advanced installer plugin is enabled and the following system properties are set to TRUE:

• sn_customerservice.enable_knowledge_kcs
• kcs.enable_template_on_case_workspace

2. ensure you have followed step by step instructions. 

[Tanushree Maiti]

Hi @vishwas2002 

Also check and confirm whether your Create Knowledge UI action condition is OOB.

If it is customized, make sure condition is getting satisfied for you.