Self-Help Knowledge Articles

Feature released in SummitAI Service Management (Sierra SP1, Knowledge Management)

What's New?

Now, the users (Analysts and End Users with the Knowledge Record Author access) can configure a Knowledge Record as Self-Help Article while creating a new Knowledge Record. This helps CINDE while fetching the Knowledge Records based on End Users' queries and displays the Self-Help articles on top of the list. This helps the End Users to resolve their queries by themselves.

Under the GENERAL tab of the NEW KNOWLEDGE RECORD page (Knowledge> User> New Knowledge Record), a new check box Self-Help Article is added. By default, the Self-Help Article check box is selected. For more information, see Adding Knowledge Records.

Figure: NEW KNOWLEDGE RECORD page