Make Knowledge Article Mandatory
I would like a way to make it mandatory for agents to have to request a KB article if none exists before being able to mark a case as solved i.e. no article exists or was not used in the ticket.
While we are trying to encourage agents to do this via training we see this as vital to make knowledge at the heart of what we do so this would help enforce this process.
that does sound like a very interesting idea and thank you for your Feedback.
Unfortunately this is natively not possible at the moment.
In the meantime, what I could imagine as a workaround, would be to create a custom field for Agents to fill out \ tick a box, where they will have to state, if they used an existing article or created a new one.
Additionally I would suggest to also create a Macro, that Agents have to use, when a new Article has been created in which they create an internal note with a link to the new article.