Report on knowledge article attachments to interaction records?

mburns74451
Tera Contributor

‎01-17-2023 01:20 PM

Hi there,


Is there an out of the box way to report on knowledge articles attached to interaction records? Looks like this is built out for items tied to the task table, like incidents. Just haven't been able to find anything for interaction records and knowledge article attaching.

Something similar to this post would be ideal... Reporting on Knowledge Articles used to resolve In... - ServiceNow Community

Thanks!

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mburns74451
Tera Contributor
In response to Ethan Davies

‎01-17-2023 02:23 PM

It's odd, we've implemented agent assist to utilize knowledge articles, but on the interaction_related_record table it only shows viewed as the operation when attaching through agent assist. It doesn't let me know if it's attached / used, just viewed.

But yeah, am guessing we'll have to build out some additional customization, if deemed necessary.