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
