Complete your job efficiently by creating, editing, and
publishing knowledge articles in Agent Workspace.
Knowledge Management features specific to agents and authors are available in Agent Workspace. Perform any knowledge administration-related tasks such as
creating a knowledge base, managing access to knowledge articles, enabling an article
template, and so on using the Now Platform interface.
You can perform the following Knowledge-related tasks in
Agent Workspace:
- Create a knowledge article using a default or custom article template.
- Manage all unpublished and published knowledge articles authored by you.
- Address feedback tasks assigned to you.
- Compare two knowledge article versions.
- Request translations for published untranslated knowledge articles.
- Complete translation tasks assigned to you.
- Map related articles and related catalog items to a knowledge article.
- Add affected products to a knowledge article.
- Use Agent assist to avoid creating knowledge articles with duplicate
content.
The authoring experience for knowledge articles in
Agent Workspace is similar
to the one in
Now Platform with the following exceptions:
- Knowledge blocks can't be created or associated with knowledge articles. However, you
can view articles containing knowledge blocks.
- Knowledge articles of type Wiki aren't supported.
- Knowledge article categories can't be created.
Activation Information
The Knowledge list in Agent Workspace is available with the activation of
the Agent Workspace plugin (com.glide.core-ui-components). When you install and activate the
Agent Workspace plugin, the sn-component-workspace-knowledge plugin for using Knowledge Management in Agent Workspace is also installed and
activated.
