Note
Access to this page requires authorization. You can try signing in or changing directories.
Access to this page requires authorization. You can try changing directories.
[This article is prerelease documentation and is subject to change.]
You can review knowledge articles created by the Customer Knowledge Management Agent. When you resolve a case, the Customer Knowledge Management Agent creates a new article based on your case, if the agent determines that it fills a knowledge gap.
Important
- This is a production-ready preview feature.
- Production-ready previews are subject to supplemental terms of use.
Prerequisites
- Your administrator has configured Review permissions.
- You're using out-of-the-box timeline.
Review knowledge articles
- For a resolved case, go to the case Timeline.
- Select the Suggested actions tab. The Suggested actions tab appears only if there is a suggested action.
- Select Review draft.
- In the Review knowledge draft (preview) dialog that appears, you can review and edit the article and make any rich text edits.
- Optionally, you can use Copilot to automatically edit the article by entering instructions in Revise with instructions and then select Re-generate. For example, you can prompt Copilot to make the content more concise, and then select Re-generate.
- Select Mark as reviewed. Or, if you have the required permissions, you can select Split and publish the article.