Authoring a knowledge article in Agent Workspace
Complete your job efficiently by creating, editing, and publishing knowledge articles in Agent Workspace.
Knowledge Management features specific to agents and authors are available in Workspace. Perform any knowledge administration-related tasks such as creating a knowledge base, managing access to knowledge articles, enabling an article template, and so on using the ServiceNow AI Platform interface.
You can perform the following Knowledge-related tasks in Workspace:
- Create a knowledge article using a default or custom article template.
- Manage all unpublished and published knowledge articles authored by you.
- Address feedback tasks assigned to you.
- Compare two knowledge article versions.
- Request translations for published untranslated knowledge articles.
- Complete translation tasks assigned to you.
- Map related articles and related catalog items to a knowledge article.
- Add affected products to a knowledge article.
- Use Agent assist to avoid creating knowledge articles with duplicate content.
The authoring experience for knowledge articles in Workspace is similar to the
one in ServiceNow AI Platform with the following exceptions:
- Knowledge blocks can't be created or associated with knowledge articles. However, you can view articles containing knowledge blocks.
- Knowledge articles of type Wiki aren't supported.
- Knowledge article categories can't be created.
Activation Information
The Knowledge list in Workspace is available with the activation of the Agent Workspace plugin (com.glide.core-ui-components). When you install and activate the Agent Workspace plugin, the sn-component-workspace-knowledge plugin for using Knowledge Management in Workspace is also installed and activated.