Generate a Knowledge article from the classic environment with Now Assist

  • Release version: Washingtondc
  • Updated November 5, 2023
  • 1 minute to read

    • Generate a new knowledge article using Now Assist on cases and incidents within the classic environment.

    Before you begin

    To see the Now Assist experience on the Create Article page, the following KB generation criteria should be configured:

    • Confirm that the KB generation skills are installed.
    • In Now Assist Admin confirm with your admin that the following criteria are in place:
      • The table record and input fields must be specified.
      • The conditions for skill availability must be specified from the list of attributes.
      • The display of the KB generation feature In-product or Now Assist panel must be specified.

    Role required: agent

    Procedure

    1. Open a case or an incident that is assigned to you.
    2. Generate an article by using the UI actions that appear in the record.
      Note:
      Based on the template selection made by your admin during the configuration of the Knowledge Management system properties, you can apply one of the following supported templates to the article: KCS article, Incident KCS HTML, or Standard template.
    3. In the Use AI to draft this article? dialog box, select Yes, draft with Now Assist.
      Select Yes, draft with Now Assist.
      The completed article is displayed in the chosen template, along with a success message: This article was drafted by Now Assist. Be sure to review it for accuracy before saving.
      Success message for the article drafted using Now Assist.
      Note:
      After you select Yes, draft with Now Assist, the article generation can’t be stopped. Now Assist continues to generate the article even if you close the dialog box.
    4. Review the Now Assist generated article and select Save or Publish.
      Note:
      After you save or publish the article, the message indicating that it was authored by Now Assist is removed.