You can enable authors to reuse information in a case by copying case details into an
article template. Use the pre-defined customer service source case table to article template
target table configuration or create custom configurations between the two tables to copy
information from a case to an article.
The pre-defined Case KCS Article
mapping is stored in the CSM Table Map [csm_table_map] table. This configuration has the
sn_customerservice_case source case table configured to the kb_template_kcs_article
target article template table with the four field mappings pre-configured between the
tables. You can customize the existing field mappings or map additional fields between
- The Knowledge Management Advanced plugin must be active.
- The KCS for Customer Services Management property
- The pre-defined KCS article template or a newly created article template must be active.
Note: You can do one of the following to create an article from a
- Use the pre-defined Case KCS Article mapping
as is or modify the field mappings between the case source table and
article template target table.
- Create a new article template target table and map it to the case
source table and customize the field mappings between them. For
information on creating article templates, refer to Create an
- Knowledge users use the Create Knowledge button in a case
form to create an article from a case and must have "can contribute" permission
for at least one active knowledge base to create an article from a case. For
information on user permissions, see Knowledge
Role required: sn_customerservice.customer_admin or admin
In the application filter navigator, type
Click Case KCS Article.
From the Target Table list, use the pre-defined KCS
article template table or select the newly created article template table.
Map each customer service case field that must be used to create knowledge
In the Basic Field Mapping related list, click
To map fields, fill in the following fields:
Table 1. Customer service case table to article template target table
||Select the field in the source case table that
contains the information to be copied to the field
in the article template target table.
||Select the field in the article template target
table to which you need information copied to from
the field in the source case table.
To map fields using advanced scripts, select the Advanced
Field Mapping check box and then map the fields between
the source and the target table using advanced scripts in the
Advanced Field Mapping tab.
If the same source or target field is configured in both the
basic and advanced field mappings, the advanced field mapping
overrides the basic field mapping.
If the fields configured in the basic and advanced field mapping
are different, the field configurations in the advanced field
mapping are appended to the field configurations in the basic
To customize when and how the Create Knowledge
button is displayed, use the condition builder in the
Condition tab or select Use
Advanced Condition check box and configure using
Note: If you change the target table in the Case KCS
Article mapping, also update the scripts with the
configuration changes for display of this button.