Knowledge Article

Function: It transforms cluster insights into actionable resources

Process:

• Analyses the most common agent responses within a cluster to identify recurring solutions and steps.
• Using these insights to generate self-service knowledge articles that empower users to resolve similar issues independently.
• Stores the generated knowledge articles along with metadata such as:
• Corresponding cluster ID
• Segment information for targeted knowledge base organization
• Relevant audience who may view the knowledge article inside Knowledge Management System
• Dynamic Updates: When cluster information is updated due to new ticket data, the Knowledge Article module can be made to generate a new knowledge article with version control.
• The previous version can be archived within the Knowledge Management System (KMS) for historical reference.