|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).