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Creating Knowledge from Incidents

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In this lesson, you will learn:

  • Why knowledge should come from real incidents
  • How the Knowledge checkbox works
  • What happens to the draft article
  • SNWR’s simple knowledge habit

🔁 Quick look back: Last time: Contextual Search and Agent Assist. You learned how contextual search shows matching articles and similar incidents in the side panel as the agent types.

1 “We fixed it, then forgot how”

Ravi fixed VPN error 809 in ten minutes.

  • His notes stayed on one incident.
  • Two weeks later, another agent spent an hour on the same error.
  • Contextual search had nothing to show.

🎯 The problem: Fixes that stay inside single tickets help nobody else.

👉 The fix: turn good fixes into knowledge articles, straight from the incident.

2 From incident to article

Key term: Knowledge checkbox

A box on the incident. Tick it, and a draft article is made from the incident when it closes.

Key term: Draft article

An article that isn’t published yet. Someone reviews it first.

From incident to knowledge in four steps. 1 Ravi resolves the incident with clear resolution notes. 2 He ticks the Knowledge box. 3 A draft article is created from the incident's details. 4 A reviewer checks and publishes it, and it appears in Agent Assist for the next agent.
Figure 1. A good fix becomes an article for everyone.

💡 Good to know: Need a refresher? See Fundamentals › Knowledge Management.

3 SNWR’s knowledge habit

  • Search first. If an article exists, attach it to the incident.
  • If it’s missing or wrong, tick Knowledge and write clear resolution notes.
  • A Service Desk lead reviews drafts every Friday.

💡 Good to know: This habit is often called Knowledge-Centered Service (KCS): capture knowledge while you work, not later.

⚠️ Heads up: Remove names, passwords and private details before an article is published.

4 Let’s try it: make a draft article from an incident

  1. Open a resolved incident with good resolution notes.
  2. Find the Knowledge checkbox (add it to the form with Form Layout if you don’t see it) and tick it.
  3. Close the incident.
  4. Go to All › Knowledge › Articles › All and look for the new draft.
  5. Open it and check what came across from the incident.

5 Quick recap

  • Good fixes should become knowledge articles
  • Tick the Knowledge box to make a draft from the incident
  • A reviewer checks the draft before it’s published
  • Search first, then create if it’s missing
  • Remove private details before publishing

6 Check yourself

Think of your answer first. Then tap to check.

1 What does the Knowledge checkbox do? Show answer

It makes a draft article from the incident when it closes.

2 Who checks the draft before it’s published? Show answer

A reviewer, like a Service Desk lead.

3 What should Abel do before creating a new article? Show answer

Search first. Attach an existing article if there is one.

4 What must be removed before publishing? Show answer

Names, passwords and other private details.

Nice work! SNWR’s fixes now become shared knowledge. 🎉
Next up: Interactions: Logging a Call or Chat

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