Generate Knowledge Article

The Knowledge Article Generator is an AI-powered feature that automatically generates articles based on a provided text input. This functionality is designed to enhance self-service capabilities to create articles. The system allows Analysts to create knowledge base articles by either by adding an YouTube URL or a Topic for AI to auto populate the data in Topic and Steps to Follow fields.

The following graphic represents key benefits of generating knowledge articles.

Key Features

• AI-Powered Article Generation: Uses LLM to generate articles based on the Input either through YouTube URL or a Topic phrase.

• Editable Content: Articles generated by the AI can be reviewed and edited before being saved or published.

• Keyword Addition: This must be auto populated by AI when the knowledge base article is generated based on the input to the Keyword section. Users can add search-friendly keywords for better discovery within the knowledge base.

Generate Knowledge Articles using AI

To generate knowledge articles using AI perform the following steps:

1. Log in to the Application as an Analyst.
   

2. Select Service Management.
   

3. Navigate to Knowledge > Knowledge Records > Manage Knowledge Records.
   Manage Knowledge Record - List page is displayed.
   

4. Click New to create a new Knowledge Article.
   

5. Navigate to the Design tab and the AI based Knowledge Article Generation section.
   

6. Select an option from the below, to generate the article.
   

   YouTube URL

   Selecting YouTube URL will enable you to perform the below actions.

   1. Paste the URL in Provide YouTube URL field.
       Figure: YouTube based Knowledge Generation
      

   2. Click Generate for the AI to generate the content for the Topic and Steps to Follow fields.

   Notes

   • Only videos hosted on YouTube are supported

   • The Video must be in English

   • Maximum video length should be 5 minutes

   Following are the use cases for generating knowledge article content through YouTube URL.

   Troubleshooting Guide for Wi-Fi Issue

   To generate a knowledge base article for troubleshooting a Wi-Fi issue, perform the following steps:

   1. Enter the YouTube URL in the provided field to troubleshoot the issue.
      
      Figure: YouTube URL
      

   2. Click Generate to populate the fields with the relevant content.
      

   3. Copilot Response is generated on the Topic and Steps to Follow fields.
      

   4. Topic field is generated with the below content and Keywords are populated accordingly.
      Figure: Topic and Keywords Copilot Generated Content
      

   5. Steps to Follow contain the below content generated by the Copilot.
      Figure: Steps to Follow

   How to fix VPN (Virtual Private Network) Issue?

   To generate a knowledge base article for fixing a VPN issue, perform the following steps:

   1. Enter the YouTube URL in the provided field to fix the Issue.
      
      Figure: YouTube URL
      

   2. Click Generate to populate the fields with the relevant content.
      

   3. Copilot Response is generated on the Topic and Steps to Follow fields.

   4. Topic field is generated with the below content and Keywords are populated accordingly.
       Figure: Topic and Keywords Copilot Generated Content
      

   5. Steps to Follow contain the below content generated by the Copilot.
      Figure: Steps to Follow Copilot Generated content

   Fixing Outlook Sync Issue

   To generate a knowledge base article for fixing Outlook Sync issue, perform the following steps:

   1. Enter the YouTube URL in the provided field to fix the Issue.
      
      Figure: YouTube URL
      

   2. Click Generate to populate the fields with the relevant content.
      

   3. Copilot Response is generated on the Topic and Steps to Follow fields.

   4. Topic field is generated with the below content and Keywords are populated accordingly.
      Figure: Topic and Keywords Copilot Generated Content
      

   5. Steps to Follow contain the below content generated by the Copilot.
      Figure: Steps to Follow Copilot Generated content

   Topic

   Selecting Topic will enable you to perform the following actions:

   1. Enter about topic in the Provide short description field.
      

      Figure: Topic based KA Generation
      

   2. Click Generate for the content to auto create in Topic and Steps to Follow fields.

   Consider the following example:

   User Input: VPN Setup
   
   Figure: Topic Generation

   Copilot Response:

   The Topic field is auto populated with the text displayed below.

   Figure: Topic

   The Steps to Follow field is populated with the below AI generated content. This includes an overview, introduction and step-by-step guide to setting up a VPN along with troubleshooting steps and conclusion.

   Figure: Steps to Follow