Reuse information from a customer service case by creating knowledge articles from customer service cases.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, workspace_admin, admin

About this task

Note: This task applies to both CSM Configurable Workspace and CSM Agent Workspace. You can also create a knowledge article from a case in the platform interface.

Your administrator must enable creation of articles from customer service cases.

Procedure

  1. Open your workspace.
  2. Open a customer service case.
  3. Click the More UI Actions icon (More UI Actions icon.).
  4. Click Create Knowledge Article.
    This creates a new knowledge article in a sub-tab. By default, the new article is created from the KCS Article template. The following information is copied from the case to the knowledge article:
    • Short description
    • Source
    • Cause
    • Close notes
  5. In the Knowledge base field, enter the name of the knowledge base in which you want this article to display.
  6. (Optional) Edit the knowledge article.
  7. Click Save.