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Related Knowledge tab

Brian Mathato 29 days ago

I'm trying to make sense of the "Related Knowledge" tab of the main records (Incident, Request, Change, Problem).

What is it intended for?
If I add an article to this tab as an agent, what does it mean for the end user who logged the request? Where will they see it (if at all)?

The documentation does not really do justice in explaining how to use it, other than the below:

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knowledge

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0 Mohamed Yousef 29 days ago

I'm sure that Articles can be published (Internally and Externally) so some Article records can be accessed by EndUsers not only Agents I think.
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0 Brian Mathato 29 days ago in reply to Mohamed Yousef

Mohamed Yousef Just so you know, any article (internal & external, even draft) can be added on the "Related Knowledge" tab. I'm trying to find a good use case scenario for that tab, so I can explain to agents what it was intended for
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0 Mohamed Yousef 29 days ago in reply to Brian Mathato

Articles can be created from a certain Incident or Request record so, it can be linked to this record for future use. Articles are used as proactive means for avoiding logging such incidents/requests again.
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+1 Brindusa Kevorkian 27 days ago in reply to Mohamed Yousef

The link is added automatically when creating the article using the "Create Article from record" action
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