Generate a Knowledge Article from a Service Request Using AI

You can utilize AI to create a knowledge article from an SR. This helps you to transform the knowledge from a resolved SR into a standardized article and reduce duplicate work.

To create an article from an SR from Authoring:

1. Navigate to Knowledge > Authoring.
2. Click Create Article and select FAQ.
3. Click AI Assist and select Service request.
4. Provide a summary.
5. In the Service request field, search for the SR title or SR number.

6. Select the required SR and click Generate.

   This generates a draft article using the information in the SR.

7. Update the draft as required and click Create.

You can also create an article from an SR from Service Center:

Note: The administrator needs to configure a custom smart action for this. For more information, refer Create UI-Based Smart Actions.

1. Navigate to Service > Service Center.
2. Search and open the required SR.
3. Search and select Generate an FAQ for this SR.

   This generates a draft article using the information in the SR.

4. Update the draft as required and click Create.