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To link Knowledge Article to the Service Request directly from the Knowledge Article Page

Received Response
edited Jun 23, 2021 6:25AM in Work Life Solutions 4 comments


In Next Gen UI, when we create Knowledge article, there is a provision in the system to provide the category which in turn makes the knowledge article to be automatically populated based on the category in the Service Request, so if applicable agent can link the article to the SR and un-link it if not needed.

Generally, when ever employees raise the SR's, agents looks in to the issue reported and search knowledge repository for any articles which may fix the issue reported. So in case if agent gets any articles related to the issue raised, they don't have the provision in the system to directly link the article to SR. Raising this idea if we can have this feature incorporated in the Next Gen UI.


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