6 Replies Latest reply on Sep 1, 2016 2:26 AM by Paul Donders

    Automatically populate Knowledge Base Articles.

    Keewook Song
      Share This:

      Is there a way to configure RemedyForce to automatically populate a panel with the most relavent knowledge articles?  The feature is shown on salesforce at 3:25 on http://www.youtube.com/watch?v=jx3R-v31tHw&list=PL81C9FAB11DCA2FFE&index=2&feature=plc

        • 1. Re: Automatically populate Knowledge Base Articles.
          kedar zavar

          Hi Keewook,

            In Remedyforce knowledge articles will not auto populate however once the support staff types the problem description in the description field, they can click on the “Search Knowledge Database” icon on the form which will perform the similar searches which is mentioned in the video link .

           

          So for example if the staff types issue “Blackberry not working” and the hit the “Search Knowledge Database” they will get the relevant knowledge . (Please see below screen shot)

           

          Apart from this the search here is very powerful as it not only searches relevant knowledge  articles but also returns relevant related incidents ,related documents also web search

          So staff can use the knowledge articles or look through any existing issues which could be used to fix this case. Or look through any relevant information in single window!

          km.jpg

          1 of 1 people found this helpful
          • 2. Re: Automatically populate Knowledge Base Articles.

            Hi Kedar - could you use a workflow to link a knowledge article based on criteria?

            • 3. Re: Automatically populate Knowledge Base Articles.
              kedar zavar

              Hello Chris,

               

              What is the use case?  Did you try using "smart suggestions"

               

              Kedar

              • 4. Re: Automatically populate Knowledge Base Articles.

                Templated tasks firing from Service Request - hoping to have the knowledge article linked in the task for when the agent opens it. For example a new starter task is created, in that task are the link instructions for how to create a new starter.

                 

                I did think of a way around it and that was to create a new URL field, then use my task template to populate that field with the URL of the KBA - works a treat!

                • 5. Re: Automatically populate Knowledge Base Articles.
                  kedar zavar

                  Yes - direct link to knowledge.

                  Another option -

                  -Add new custom field long text area on task object say "work instructions" you can make it read only.

                  -Now add this to task form say next to description.

                  -On your SR task template - type or copy all required steps from that knowledge article in this new field.

                  -Test - when task is created - staff knows work instructions- no need to launch knowledge.

                  - if you like it update all other task templates

                   

                  Works great.

                   

                  Kedar

                  • 6. Re: Automatically populate Knowledge Base Articles.
                    Paul Donders

                    Please use the example from kedar zavar:

                    -Add new custom field long text area on task object say "work instructions" you can make it read only. THIS CAN ALSO BE IN THE RESOLUTION FIELD

                    -Now add this to task form say next to description.

                    -On your SR task template - type or copy all required steps from that knowledge article in this new field.

                    -Test - when task is created - staff knows work instructions- no need to launch knowledge.

                    - if you like it update all other task templates

                     

                    Be careful in adding many new fields that just cover 1 use case and might have affect on other scenarios. On top, make sure you agents search for the relevant article related to incidents etc. Knowledge articles can be very useful but all is driven by keywords. So investigate what search terms people use so the best results get back.

                     

                    Based on above suggestion, you can also create multiple tasks instead of one. Here you can add workinstruction in each single tasks. All tasks combined cover you document. That way an agent directly knows what to do, instead of first reading a very long text.

                     

                    Hope this help.

                    1 of 1 people found this helpful