Question: Automating KB Article Creation and Updates Using GenAI / Now Assist

[Navnit1]

Hi All

there is a a use case where  end-user would like to explore the possibility of using GenAI / Now Assist to automate knowledge base (KB) management based on ticket activity. Specifically:

• Tickets are created and managed in a custom table (not the standard Incident or Case tables).

• When a ticket is closed, we would like the system to:

  • 1st case -->Automatically create a knowledge base article using details from the ticket and any attachments.

  • 2nd case -->Search existing KB articles based on keywords, category, or other relevant data. If a matching or similar KB article already exists, the system should update the existing article with new information instead of creating a duplicate.

Could you please confirm if this functionality is possible using GenAI / Now Assist?

Additionally, we'd appreciate any guidance on configuration, limitations, or prerequisites—particularly regarding support for custom tables and automated KB updates.

Looking forward to your input.

Best regards,
Nishu

[elmesmes]

Hi, did you manage to complete the first point: automatically creating a knowledge article when the ticket is closed?

[abirakundu23]

Hi @Navnit1 ,

• When a ticket is closed, we would like the system to:

  • 1st case -->Automatically create a knowledge base article using details from the ticket and any attachments.
    
    -> Yes, this can be achieved using Flow Designer or a Business Rule. When a ticket is closed, the automation can collect the necessary ticket information, such as the short description, description, comments, work notes, resolution notes, and other relevant details, and use it to create a draft knowledge article. This information can then be sent to Now Assist to generate the knowledge article content and associate it with the appropriate knowledge base. The generated article can subsequently follow the out-of-the-box (OOB) Knowledge Management approval workflow before it is published.
    
    
    

  • 2nd case -->Search existing KB articles based on keywords, category, or other relevant data. If a matching or similar KB article already exists, the system should update the existing article with new information instead of creating a duplicate.
    
    -> Yes but complex custom solution.
    This functionality is not available out of the box (OOB) with Now Assist.
    
    To achieve this requirement, a custom solution would need to be implemented. When a ticket is closed, custom logic can be build to search existing knowledge articles based on criteria such as category, keywords using AI Search (if available). The LLM can then evaluate whether a relevant knowledge article already exists. If a suitable match is found, the existing knowledge article can be updated (subject to the organization's review and approval process). If no relevant article is identified, a new knowledge article can be generated and created. This process would involve invoking the LLM for each closed ticket to determine whether to update an existing article or create a new one.
    
    
    Please mark helpful & correct answer if it's worthy for you.

[elmesmes]

Hi @abirakundu23,

I have just tested the first use case, and it is possible to automate the creation of a knowledge article when a case is closed.

However, the OOTB Knowledge Article Generation skill cannot be called directly from Flow Designer because its deployment settings are locked and the Flow Action deployment option is not enabled. Cloning the OOTB skill does not solve this because the deployment settings of the cloned skill also remain read-only.

The solution is to create a new custom skill in Now Assist Skill Kit, using the OOTB skill as a reference for the prompt, inputs, anonymization rules, and JSON output structure. In the custom skill, the Flow Action deployment option must be enabled so that it becomes available in the Flow Designer Execute Skill action.

In my implementation, the flow is triggered when a case is closed and performs the following steps:

1. Retrieves the case work notes and customer comments from sys_journal_field.
2. Cleans and formats the activity entries before sending them to the model.
3. Executes the custom Now Assist knowledge generation skill.
4. Parses the JSON response returned by the skill.
5. Format the Problem, Root Cause, and Steps to Resolve sections.
6. Creates a new draft record in kb_knowledge.
7. Link the generated article to the originating case through the standard Source field.

The article is created in Draft state so that it can still be reviewed and edited before publication.
This was only a proof of concept, so the solution can still be improved