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    Home Orlando Now Platform Capabilities Now Platform capabilities Knowledge Management Knowledge article authoring in Agent Workspace

    Knowledge article authoring in Agent Workspace

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    Knowledge article authoring in Agent Workspace

    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    • Manage all unpublished and published knowledge articles authored by you.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.

    Related tasks
    • View a knowledge article in Agent Workspace
    • Create a knowledge article in Agent Workspace
    • Edit a knowledge article in Agent Workspace
    • Schedule a knowledge article for publishing in Agent Workspace
    • Work on a feedback task in Agent Workspace
    • Compare knowledge article versions in Agent Workspace
    • Request translations for missing languages in Agent Workspace

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    Release version
    Choose your release version

      Knowledge article authoring in Agent Workspace

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Knowledge article authoring in Agent Workspace

      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.

      Related tasks
      • View a knowledge article in Agent Workspace
      • Create a knowledge article in Agent Workspace
      • Edit a knowledge article in Agent Workspace
      • Schedule a knowledge article for publishing in Agent Workspace
      • Work on a feedback task in Agent Workspace
      • Compare knowledge article versions in Agent Workspace
      • Request translations for missing languages in Agent Workspace

      Tags:

      Feedback

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