--- sourceDocument: Australia Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/pt-BR/employee-service-management Release : - australia ft:locale : - pt-BR ft:publication_title : - Australia Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Generate a knowledge article from multiple cases # Generate a knowledge article from multiple cases {#ariaid-title1} * Versão de lançamento: Australia * * Atualizado 12 de mar. de 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 min. de leitura Create drafts of knowledge articles from multiple cases with the Now Assist for HR Service Delivery (HRSD) application. Use generative AI to gather and create the content from multiple cases so that you can reduce the amount of time that you would have spent manually to get the same information. ## Antes de Iniciar * Install the following plugins: * Knowledge Management Advanced plugin \[com.snc.knowledge_advanced.installer\]; This is not a mandatory plugin and it cannot be uninstalled. * Now Assist in Knowledge Management \[sn_km_gen_ai\] * Human Resources Scoped App: Core \[com.sn_hr_core\] * Latest version of Agent Workspace for HR Case Management \[sn_hr_agent_ws\] * Human Resources Scoped App: Lifecycle Events \[com.sn_hr_lifecycle_events\] * Human Resources Scoped App: Employee Relations \[com.sn_hr_employee_relations\] {#gen-kb-now-assisthr-multi-case__ul_ecj_5mb_d1c} * Activate the Knowledge Assist skill from the Now Assist Admin console. {#gen-kb-now-assisthr-multi-case__ul_i3n_j1b_d1c} Role required: * sn_hr_core.case_reader and sn_hr_core.kb_writer roles to view the Generate article option on the HR Case \[sn_hr_core_case\] and its extended tables. * sn_hr_le.case_reader and sn_hr_core.kb_writer roles to view the Generate article option on HR Lifecycle Events Cases. * sn_hr_er.case_reader, sn_hr_core.kb_writer roles to view the Generate article option on the employee relations cases. * You must have the required role for the knowledge base that you selected in the Now Assist Admin configuration. {#gen-kb-now-assisthr-multi-case__ul_gvn_thh_d1c} Nota: For Core UI users, in the AI search indexed sources, you must set the Active state to true for the HR Case (source: HR Case sn_hr_core_case) table. The required roles to make this change are the HR Admin and Agent roles. ## Por Que e Quando Desempenhar Esta Tarefa You can use the KB generation skill in either Core UI or Agent Workspace. The fields that are used as inputs for generating knowledge articles are the Short description, description, close notes, work notes, and additional comments fields. You can also use up to five additional relevant tasks to help you create knowledge articles. Nota: The KB generation skill is supported in the Now Assist panel for the HR Case records \[sn_hr_core_case\] table, but not on its extended table records. You can make a copy of this skill to configure it to meet your business needs. For more information, see [Make a copy of a Now Assist skill](https://www.servicenow.com/docs/access?context=make-a-copy-of-a-now-assist-skill&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). ## Procedimento 1. Navigate to WorkspacesHR Agent Workspace. 2. Open an HR case that is assigned to you. 3. Set the HR case to the Close Complete state. 4. Select Create knowledge. Nota: You can now select what type of article that you want to create. 5. If displayed, select a Knowledge base and an Article template . Nota: * If your admin installed the Knowledge Management Advanced plugin \[com.snc.knowledge_advanced.installer\] and enabled at least one article template, a modal is displayed so that you can select the knowledge base and article template. Otherwise, the article is created with the standard template. * Disable the Use Now Assist to draft an article toggle if you don't want the AI to generate a knowledge article. * Additional tasks that are relevant to your case can be used to draft your article. You can select up to five relevant tasks to help you create your article. {#gen-kb-now-assisthr-multi-case__ul_sj5_tlb_d1c} 6. Select Create Article. 7. Select Draft article with Now Assist. Nota: You see the message "We have found additional relevant tasks-select up to 5 to help in the creation of article." You also see a list of relevant tasks that you can select from. 8. Select up to five tasks to help you create your article. 9. If you don't need any other tasks to help you create your article, select Continue without more tasks. Nota: Now Assist starts to generate a draft of a an knowledge article and you see the "Drafting article" message box. After Now Assist finishes the draft and loading the article successfully, the article gets a unique ID number. 10. View, edit, or publish the article by using the UI actions on the screen. Now Assist has generated your article from multiple cases. **Conceitos relacionados** * [Now Assist for HR Service Delivery (HRSD) integration with Enterprise Service Management Integrations Framework](https://www.servicenow.com/docs/NelfQdMRlhDLA3IvsrA2Qg "Enable employees to complete actions in third-party Human Capital Management (HCM) systems with Now Assist Virtual Agent topics in Employee Center.") **Tarefas relacionadas** * [Summarize a chat conversation using Now Assist for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/MnDPW9b1gH5Y1m1~8dr1qA "Summarize a Virtual Agent chat history in the Now Assist for HR Service Delivery (HRSD) application. You can also summarize an interaction when the chat ends. The summary includes all points of the handoff, including the Virtual Agent conversation.") * [Summarize a Sidebar discussion by using Now Assist for HRSD](https://www.servicenow.com/docs/ugkESuIHHcYXx9rHjyVr9A "Generate a summary of the Sidebar discussions between agents, requesters, and subject matter experts by using the chat summarization skill in the Now Assist for HR Service Delivery (HRSD) application.") * [Generate a chat reply recommendation by using Now Assist for HRSD](https://www.servicenow.com/docs/M31A6QYDlrdXcVttXCu7iA "Generate a reply based on the context of the chat conversation using Now Assist icon. Chat reply recommendations can help provide agents with quick replies to common questions.") * [Generate a knowledge article from HR Agent Workspace with Now Assist for HRSD](https://www.servicenow.com/docs/6JX2gfdf_jNBR8YbSY7PuA "Create drafts of knowledge articles that are based on the case descriptions with Now Assist for HR Service Delivery (HRSD). Generating article content with generative AI enables you to write efficiently as you address user concerns.") * [Generate an email reply recommendation using Now Assist for HRSD](https://www.servicenow.com/docs/aitn3rIe0Bnv~NTs9xk68g "Generate an email reply that is based on the case and email context by using the Now Assist icon. With email reply recommendations, agents can create quick emails or responses, helping minimize errors and ramp up productivity.") * [Summarize an HR case using Now Assist for HRSD](https://www.servicenow.com/docs/IBJoJrYr~Tk85cpeAuO1_A "Quickly understand the case context and respond to inquiries by using the case summarization skill.") * [Generate resolution notes using Now Assist for HRSD](https://www.servicenow.com/docs/5s3~Vhbswe2WAr6WfuFOQg "Generate the resolution notes for a case using the resolution notes generation skill. You can improve the quality of the resolution notes by providing a summary of the issue and the steps that were taken to resolve the case.") * [View employee summary reports](https://www.servicenow.com/docs/2ZoO1nyjRpwZ2M5k2aivmQ "View the Employee Summary Virtual Agent topic in Employee Center to access employee contribution summaries, view consolidated profiles, and track employee progress.") * [Summarize actions while transferring an HR case](https://www.servicenow.com/docs/Eq49q3BSFAZ1vKSjYw6L2A "Transfer an HR case to another agent or assignment group by summarizing the actions until hand off. For example, an agent can transfer the case to another agent if the case is incorrectly assigned or needs troubleshooting by another agent or assignment group.") * [Use Knowledge Graph in Now Assist for HRSD](https://www.servicenow.com/docs/pdegY_OvofQ4TnxPaaQBgQ "Create a personalized knowledge model as a Knowledge Graph schema.") * [Use Now Assist for HR - Galileo Inside to answer HR-related questions](https://www.servicenow.com/docs/j~1RZR10hQIgYr9yU_oHcA "Query the Galileo library to generate a response based on articles and research from The Josh Bersin Company.") * [Use the Now Assist panel in HR Agent Workspace](https://www.servicenow.com/docs/OqcwPpLdPA6gtZlXvmbzig "Generate chat and case summaries and resolution notes by using the Now Assist panel in Agent Workspace for HR Case Management or Core UI.") * [Submit an HR request with Gen AI Virtual Agent](https://www.servicenow.com/docs/_FEof6ZRfqwvEWsJo0JCIQ "Place an HR request using the conversational and streamlined experience offered by Gen AI Virtual Agent.") * [Analyze sentiments in Now Assist for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/8zGsrDhg_eOveL1LYGFJxw "Agents can prioritize cases based on requester sentiment and the reasoning behind it in the Now Assist for HR Service Delivery (HRSD) application.")