1. Implementing Knowledge Management with the Redwood User Experience
  2. Configure Knowledge Article Creation from Service Request

Configure Knowledge Article Creation from Service Request

Contact center representatives sometimes need an option to create knowledge articles from service requests.

Note: Contact center representatives who wish to use this feature must have knowledge authoring privileges.

To provide them this option, Administrators or Implementation consultants must do the following:

Enable Creation of Draft Knowledge Articles from Actions and Plans

To enable this option:

  1. Go to Setup and Maintenance.
  2. Select Service or Help Desk offering.
  3. Click the Change Feature Opt In link.
  4. In the Action Plans row, click the pencil icon in the Features column.
  5. Select the checkbox for the Create Draft Knowledge Articles from Actions and Plans feature in the Enable column.
  6. Click Done.

Create an Action Plan

To create an action plan:

  1. In the Setup and Maintenance work area, go to the Manage Action Plan Actions task:
    • Offering: Service
    • Functional Area: Action Plans
    • Task: Manage Action Plan Actions
  2. In the Actions page, click Create Action.
  3. Create an action with the following parameters/attributes:
    • Action: The name of the action. For example, Create an FAQ from this SR.
      Note: The name you give for this action is what your users will have to type in order to use it.
    • Type: Article
    • Visibility: Internal Only
    • Context: Service Request
    • Duration: Period of duration in days, hours, or minutes.
    • Stripe Code: CRM
    • Subtype: The content type of article. For example, FAQ.
  4. In the Attribute Mapping tab, select the field to be populated from the Attribute choice list.
    1. In the Mapped To column, select which attributes of the Context (for example, Service Request) data will be copied from. Some Type (such as Article) attributes may require an Object to be mapped.

      For example, to create an FAQ from a Service Request you can use the following mapping:

      • Content Body object's child attribute mapping:
        Attribute in FAQ Mapped to Attribute in Service Request
        Summary Title
        Question Problem Description
        Answer Solution Description
      • Categories object's child attribute mapping:
        Attribute in FAQ Mapped to Attribute in Service Request
        Category Id Category
      • Products object's child attribute mapping:
        Attribute in FAQ Mapped to Attribute in Service Request
        Inventory Item Id Inventory Item ID
        Organization Id Inventory Organization ID
        Product Group Id Product Group ID
    2. Select Locale.

      Ensure that it's an active locale and is in the same language as the name of the action. For example, you may select "Spanish - Spain" for an action named "Crear una FAQ a partir de este SR".

  5. Click Save and Close.