Resolve Assist – Knowledge Linking & Draft Knowledge Articles

Linking Knowledge to Cases

Agents can link:

• Knowledge articles
• Past cases
• Engineering tickets

Benefits:

• Better visibility
• Improved reporting
• Reusable learnings

Draft Knowledge Article Generation

After a solution is confirmed, agents can generate a draft knowledge article including:

• Issue description
• Root cause
• Troubleshooting steps
• Solution details

Agents can edit before publishing.

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Resolve Assist – Case Summary & Knowledge Recommendations