Use this activity to generate a knowledge article from a Request Work Task. You can execute this activity by clicking the Generate Knowledge Article button on the Request Work Task - Execution and Reporting page. The system gathers data from the Request Work Task, its connected Request Scope, and the associated Request.
Additionally, the system automatically stores relevant information from the Request Work Task as Tags (Object, Model, Location, Service and Customer) connected to the Knowledge Article. The information stored as Tags depends on the details available in the Request Work Task. This ensures that Knowledge Articles are appropriately tagged, making them easier to search and reference in various contexts.
The following information influences the content of the knowledge article:
The generated content will vary based on the details available in these fields. Generally, more detailed information results in a higher quality knowledge article. Since the content is AI generated, it should always be reviewed to ensure accuracy.
The title of the knowledge article is also generated based on the content and should be reviewed for correctness.
If the Structure of AI Generated Article is used, it controls the layout and structure of the generated content, its quality, section arrangement, and the information included under each section.
Note: You can view or edit an existing article for a Request Work Task based on its status. When generating an article from a request work task that already has one, an option appears to view the existing article, generate a new one, or cancel the operation.
As a result of this activity, a Knowledge Article will be generated, and information from the Request Work Task will be stored as Tags and connected to the Knowledge Article.