I had a customer ask me yesterday if it would be possible to prompt an agent to write a knowledge base article if there isn't one already for a specific topic / ticket.
Has anyone else had a similar use case? How did you resolve it?
Hi @Valerie Knapp , we do this two ways in our JSM instance:
Add a Request Type called (something like) "Request documentation"
The customer can use a Comment to make that suggestion.
Ideally they'd open a ticket for that work, but the agent can always do that after the fact, too. Hope one or both of these suggestions will work for you!
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