Can we convert a Community post to an article from Knowledge Capture?
Our Suppor Agents would like to have a way to convert a Community post to an article from Knowledge Capture (they want to do all their work from Agent UI). It would help to have the contents copied into a new article (template) so we can publish and use from Knowledge Capture. At this time, Knowledge Capture does not check the community posts. Yet, there are many posts that are very helpful to customers and may resolve tickets. We need to incorporate hundreds of Posts into KB articles!
These types of create activites need to come from the KC app so they can get event action credit for creating articles (metrics) as part of their full KCS participation
Let me know what changes may take place in Knowledge Capture. Thank you for your help.
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Thanks for the feedback, Mary.
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I need this too - did this ever happen?
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