| Announced on | Rollout starts | Rollout ends |
| November 2, 2021 | November 2, 2021 | November 5, 2021 |
We’re excited to announce that you can now create an article in Knowledge from within the ticket view, making it easier for you to address gaps in existing content while you're working on the customer tickets.
This announcement answers the following questions:
- What’s changing and why?
- How will this affect me?
- Is this the same functionality that exists in Knowledge Capture?
- What do I need to do?
What’s changing and why?
In ticket view, you can now create an article from Knowledge within the ticket view. If you can't find a relevant article or post for the ticket that you're working on, you can create a new article and link it to the customer conversation. Including information that's missing from your knowledge base in a new article helps decrease the number of tickets on the subject. See Creating articles in Knowledge.
Is this the same functionality that exists in Knowledge Capture?
You’ve probably noticed a lot of similarity between Knowledge and the Knowledge Capture app (see About Knowledge in the context panel and the Knowledge Capture app). In Knowledge in the Agent Workspace, we imported the most popular features from the Knowledge Capture app, including article creation. We are now focusing on features that help agents use existing knowledge content from different sources.
How will this affect me?
The main difference between article creation in Knowledge and Knowledge Capture is that with Knowledge, you can create blank articles, and if you're an account administrator, you can make template usage required (see Configuring the context panel).
What do I need to do?
This feature is available to all accounts that have the Agent Workspace and Knowledge enabled in the context panel (see Configuring the context panel).
9 Comments
Since you are able to create articles right in a ticket, does this affect handle time on the ticket? We do not want a 30 second handle time on a ticket to report as a 30 minutes handle time.
The ideal case would be for it to report on how long the Agent spent creating the article separately from how long they spent on handling the ticket.
Hi Syd,
When you click on a blank article or an article template, the article editor is opened in a new tab. You initiate the article creation from Knowledge but you create articles in the article editor in Guide. If there is a knowledge gap and you want to prevent other customers from asking similar questions in the future, you can continue working on the article after you solve the ticket. In this case it won't affect the ticket handle time.
Tetiana Gron to confirm, you aren't actually drafting/creating the article within Knowledge in ticket view? So it is pretty much the same behavior as the KCapp?
Would this be a feature to consider using when an Analyst is in after-call activities and finishing up documentation before resolving a ticket and identifies this as a new or unique issue that could qualify as a good candidate for a new Knowledge Article?
Thank you for messaging us. It's pretty much very similar but in Knowledge - you can immediately create with a blank article unlike with KCApp it needs to have a template.
Hi Michael Landsman,
I think this can be a use case for the feature.
I already have templates created that we used through the KC App, and these templates already include the KCTemplate label, but the templates don't appear in Knowledge.
Paul Kiersey,
Could you please create a ticket so we can look at the issue?
Hi all,
We've pushed an update to this functionality which fixes the issue that article templates where not showing up. We mistakenly only showed published articles with the KCTemplate label. Now we will also show draft/unpublished article templates as well.
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