Generate a Knowledge article from the Now Assist panel

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Generate a new knowledge article for a case or an incident from the Now Assist panel.

    Before you begin

    For Now Assist for HR Service Delivery (HRSD), Knowledge articles are only supported on the HR case record (sn_hr_core_case), not on the record from extended tables.

    Role required: agent

    Procedure

    1. Open a case or an incident that is assigned to you.
    2. Open the Now Assist panel by selecting the Now Assist icon (Now Assist icon.).
    3. In the Now Assist panel, select or enter Generate Article.

      Now Assist generates a Knowledge (KB) article.

      Generate KB article from task record using Now Assist panel.
    4. View the draft article by selecting the View KB article link in the chat window.
      The article appears in a new tab, with a unique ID number for the article.
    5. Review the article and edit it if necessary.
    6. View, edit, and publish the article by using the respective buttons on the screen.
    7. Optional: Provide feedback on whether the article is helpful or not by selecting the liked icon (Liked icon.) or the not liked icon (Not Liked icon.).
      KB article feedback in the Now Assist panel.
    8. Alternatively, create an article directly from the Now Assist panel without opening the case or incident, by entering the task number and proceed with the same steps as above.
      Generate KB article from Now Assist panel.