Create an AI-assisted knowledge draft from a case or chat and submit it for review

A resolved support interaction can contain the beginnings of a useful knowledge article, but its conversation is not ready-made public guidance. Core can use an authorized Case Activity or Chat to generate a reusable problem-and-resolution draft. Review the facts, remove customer-specific details and follow your permitted review route. Generate Article does not allocate an Article number, save a knowledge-base record or publish anything by itself.

Choose a source that can teach a reusable task  ·  Understand ordinary authoring and the case/chat-only contribution role  ·  Generate a draft from a Case Activity or Chat  ·  Review the generated draft as an operations guide  ·  Save or submit through the permitted editor route  ·  Use the editor’s AI Assistant as a separate editing tool  ·  Worked example: turn a verified equipment resolution into reusable knowledge  ·  Recover from missing controls, failed generation or an unsaved draft

Choose a source that can teach a reusable task

1. Search the knowledge base before creating another article. Improve an existing canonical procedure when it already addresses the same task.
2. Choose a case activity or chat with useful evidence: the symptom, applicable environment, verified steps and result. Do not treat a positive customer response alone as proof of the technical cause.
3. Identify what a future reader must know before trying the procedure, including product/version, permissions and consequential choices.
4. Decide which information is customer-specific and should be removed or kept in an appropriately restricted record.
5. Identify the reviewer who can verify the procedure and its intended audience. Use the KCS process to keep source capture, technical review and publication distinct.

This workflow is available from eligible source controls, not a universal instruction to select any closed ticket, email archive or chatbot log. The current source path authorizes the Case and selected Activity, or the Chat knowledge source. Available controls depend on your account’s AI capabilities and role.

Understand ordinary authoring and the case/chat-only contribution role

Generate a draft from a Case Activity or Chat

1. Open the authorized source. For a case, identify the activity that provides the useful evidence and open its available actions. Choose Create Article. For Chat, use the eligible conversation’s Create Article control.
2. Confirm the wizard title: Create Article from Case or Create Article from Chat. Read the source context and the message that no Article number has been assigned yet.
3. Choose an AI template when an appropriate active AI template is available, or No AI template. A template gives the generator a structure; it does not establish the accuracy of the answer.
4. Use Additional instructions (optional) to explain the reusable task and the limits. For example: “Write a troubleshooting procedure for the verified alarm reset. Separate the confirmed resolution from unsuccessful tests and omit customer names and private identifiers.”
5. Decide whether to select Include other relevant authorized Cases and Include relevant authorized Articles. The source Case/Chat is always included; these options control related evidence, not whether the original source is used.
6. Choose Generate Article and wait for the result. Read any failure message rather than repeatedly starting a second draft.
7. After successful generation, the wizard automatically opens the working draft in the editor. If that handoff fails and the wizard retains the draft, use Open Article draft to retry opening it. Review the result before saving or submitting.

Expected result: a generated draft is retained for the editor, with no numbered knowledge article created merely by generation. The first article record is created only through a successful explicit editor save, submission or publication action that your permissions allow. Do not tell colleagues an article is published because the generation succeeded.

Review the generated draft as an operations guide

Read the original source while reviewing. If the case only records a proposed workaround, the article must not call it a confirmed fix. If a related article describes another product version, preserve that distinction. Replace generated wording with a precise explanation when the evidence is incomplete, and send unresolved technical questions to the reviewer.

Essential steps must work as text. The source wizard’s optional-image area is not currently an offered control, so do not wait for an image-selection step that does not appear. Add current sanitized media later through normal permitted authoring when it helps the reader.

Save or submit through the permitted editor route

1. Review the draft content, title and any fields your role permits. Ordinary authors should also review Division, Visibility, topics, security and other article properties using the full authoring guide. Limited case/chat contributors should use their restricted submission flow instead of trying to set publication or security fields.
2. For the limited case/chat role, choose Submit for Review after checking the draft. A successful first submission returns to the Case rather than granting ordinary knowledge-editor access.
3. For normal article authors, use Save as a Draft when permitted, or the displayed review route. Follow the separate authoring guide for publication and scheduling; generation does not bypass review policy.
4. Wait for the action result and verify the resulting article identity or review submission. Record the article number only after the successful persisted action provides it.
5. Have the reviewer check the source-supported procedure and intended audience. Before customer use, verify the published version, actual reader access, images, links and complete steps.

Keep the editor open while you resolve an uncertain save result. Do not generate another article merely because you are unsure whether the first save completed: inspect the saved or submitted record first to avoid duplicates. Subscriber notifications are a separate publication choice for authorized publishers, not a side effect to assume from generation.

Use the editor’s AI Assistant as a separate editing tool

Once you are in an authorized article editor, its AI Assistant is a different workflow from the source-generation wizard. It creates or improves body content; other Article fields stay unchanged.

1. Open AI Assistant in the article editor and choose a relevant quick action or write a specific request. Use the optional authorized knowledge/case evidence and AI template when appropriate.
2. Read the proposed content in the review dialog. The article has not changed yet. Edit the suggested HTML if you need to correct it before applying.
3. Choose Cancel to leave the article unchanged or Apply suggestion to put the reviewed body content into the editor.
4. Inspect the editor after applying. The content is marked as changed, with the instruction to review and save when ready. Apply suggestion does not itself save or publish the article.
5. Complete the ordinary permitted save or review route, then verify the result. Check all other article fields yourself because the body-only assistant does not maintain them for you.

Use this assistant for a bounded improvement such as clarifying a verified step or reorganizing the explanation. Do not ask it to fabricate evidence or make an incomplete investigation look like a confirmed solution.

Worked example: turn a verified equipment resolution into reusable knowledge

A support case records an intermittent controller alarm, three diagnostic attempts and one verified configuration correction. The knowledge contributor wants future agents to reuse the resolution without reading the customer’s entire conversation.

1. Search existing knowledge for the alarm and supported controller version. If an article already covers the procedure, propose a specific update rather than generating a duplicate.
2. Choose the case activity with the verified result and select Create Article. In the wizard, ask for a problem-and-resolution guide that separates the successful correction from unsuccessful tests and removes customer identifiers.
3. Include relevant authorized knowledge only when it can help establish the supported prerequisites or terminology. Review any differences in version or environment.
4. Generate and open the draft. Check the order of steps, required access, conditions that make the procedure unsuitable and the test that confirmed recovery.
5. Submit for Review using the contributor’s permitted route. The reviewer verifies the actual procedure and selects the appropriate audience before publication.
6. After publication, open the current guide as the intended reader and follow its verification steps in an approved test context. Use later cases and feedback to improve exceptions and clarity.

This is the KCS opportunity: turn evidence from support work into a maintained procedure. The benefit depends on verification and reuse, not on how quickly AI can produce paragraphs.

Recover from missing controls, failed generation or an unsaved draft

Continue learning

• Create, review, schedule and publish through normal article authoring
• Build a practical KCS capture and review process
• Suggest an update to an existing article
• Search for existing knowledge and verify applicability
• Handle the source Chat conversation
• Make reviewed knowledge useful in search and AI answers