Automation to prompt agent to write a KB Article?

[Valerie Knapp]

Hi all,

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?

Cheers

[Susan Waldrip]

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!