Work on a knowledge article in Service Operations Workspace

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Share information across your organization using a knowledge article.

    Before you begin

    Role required: itil

    Procedure

    1. Open a knowledge article in Service Operations Workspace.
    2. Perform any of the following actions on the record page.
      OptionDescription
      Create a new version of the knowledge article that we can publish Select Checkout.
      Translate an article after its comparison in its original language and the language it will be translated into
      1. Select Translate.
      2. Review the translation and click Create draft article.
        Note:
        If Dynamic Translation is enabled, click Machine Translate to view machine translations.
      View a knowledge article including the article number, short description, and article content Select View Article.
      Initiate the retirement workflow associated with the article From the more options drop-down (more actions icon), select Retire. For information about retiring a knowledge article, see Retire a knowledge article.
      Translate an article into multiple languages
      1. From the more options drop-down (more actions icon), select Request translations.
      2. Select the languages you want to translate the article into.
      3. Select Submit.
      Copy the record page URL to easily access the record Select the more actions icon (more actions icon) and select Copy URL.
      Reuse a knowledge block when creating or editing the article
      1. From the contextual side panel, select the add blocks icon (add blocks icon).
      2. Select the required knowledge block to add it to the article.
      Attach a record that helps in quick resolution of the interaction
      1. From the contextual side panel, select the agent assist icon (agent assist icon).
      2. Search for a resource and perform the required action, for example, find a relevant knowledge base article and attach a link to it to work notes.
      Note:
      The agent assist icon is available only for users with the following roles: itil or interaction_agent.

      For information on configuring additional search resources, see Configure search resources for an interaction.
      Add attachments From the contextual side panel, select the attachments icon (attachments icon). Alternatively, you can drag and drop the attachment into the Active Chat window of the interaction.
      Note:
      The added attachments are displayed in the activity stream in the Compose section.
      Create templates for reuse From the contextual side panel, select the templates icon (templates icon) and create a template or reuse an existing one.