Display Knowledge Articles

Copilot displays Knowledge Articles by identifying the issue the end user is experiencing when they want to log a Service Request. As the user describes their problem, Copilot analyzes the input and retrieves relevant Knowledge Articles from the database. These articles provide helpful information and potential solutions related to the user's issue, offering immediate assistance and possibly resolving the problem without needing to log a ticket. This feature enhances user self-service and reduces the workload on support teams.

To view Knowledge Articles, perform the following steps:

1. Click Copilot icon on the bottom right corner of the screen. A chat window opens up.
   

2. Provide input in the chat window about the issue that you are facing and want to create a Service Request or create an Incident for the same. For example, 'log a Service Request for VPN issue'.
   

   Copilot displays all the relevant Knowledge Articles.
    Figure: Knowledge Articles