Find Candidates for New KB Article
This tool is an Intelligent KB Article Generator and Recommender that analyzes support tickets to identify common issues and create relevant Knowledge Base articles for both end users and IT administrators, aiming to improve self-service and knowledge management.
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Overview
This tool is an Intelligent KB Article Generator and Recommender that analyzes support tickets from the past 30 days to identify common issues and recommend or create relevant Knowledge Base articles for both end users and IT administrators. It features analysis by issue type, frequency, resolution time, and affected systems, searching existing KB articles to avoid duplication, suggesting new articles with content outlines and examples, and scoring/ranking recommendations based on impact and frequency. The tool aims to improve self-service, reduce repetitive support tickets, and enhance knowledge management.
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Key capabilities
1. Analyze tickets by issue type, frequency, resolution time, and affected systems.
2. Search existing KB and verified solutions to avoid duplication.
3. Suggest new KB articles with content outlines and examples.
4. Score and rank recommendations based on impact and frequency.
Popular use cases
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