Add Permissions to Generate and Publish Individual KB Articles from Agent Assist
You can add the ability for users to a generate an individual knowledge base article directly from the Agent Assist widget when closing a ticket, if the data source connected to Agent Assist is ServiceNow or Salesforce. This can be useful if the Aisera Answer provided was not satisfactory.
You can add access control for both Generate Knowledge and Publish Document actions through two role permissions. The roles generate_knowledge_admin and publish_knowledge_admin control the ability of a user to generate knowledge and publish generated knowledge respectively.
Generate Knowledge Button
If the Agent Assist user has the correct permission (set in ServiceNow or Salesforce), the Generate Knowledge button appears in the Agent Assist Resolutions tab when the user is working on a ticket that does not have a Knowledge Article generated from it.
Access to the Generate Knowledge button works as follows:
When access is granted, the application/bot user is able to generate KB Articles from tickets
When access is revoked, the Generate Knowledge button is not visible for the tickets for which KB Articles have not been generated yet.
When access is revoked, KB Articles are visible for tickets that have already generated KB Articles.
When access is revoked, KB Articles are visible for tickets for which KB Articles have already been published to a System of Record (SOR).
Publish to SOR Button
If the Agent Assist user has the correct permission (set in ServiceNow or Salesforce), the Publish to SOR button appears in the Agent Assist Resolutions tab when the user is working on a ticket where a Knowledge Base Article has been generated, but has not been published to the System of Record.
Access to the Publish to SOR button works as follows:
When access is granted, the Publish to SOR button is visible for the tickets where a KB Article has been generated, but is not published yet.
When access is revoked, the Publish to SOR button is not visible for the tickets in which a KB Article has been generated, but is not published yet.
When access is revoked, the Generate Knowledge button is visible for the tickets where a KB Article has not been generated yet.
When access is revoked, the KB Articles are visible for the tickets for which KB Articles were previously generated.
When access is revoked, KB Articles are visible for the tickets for which KB Articles were previously published to the System of Record (SOR).
The roles allow administrators to set permissions for service agents who are permitted to generate and publish documents to the source system.
Note that the external data source must be chosen as the System of Record (SOR) for your application before anyone can publish documents (have write access) to it.
In the example above, the application/bot is associated with four different data sources, but only is chosen as the System of Record (the external system that the application writes back to).
Review the data sources associated with your application/bot by navigating to Settings > AiseraGPT in your Aisera Admin UI. In the Data Sources section of the AiseraGPT Details window, make sure the data source your plan to publish to is chosen as the SOR.
To assign user generate/publish permissions in ServiceNow:
Navigate to System Security > Users as an Admin User in your company’s ServiceNow application.
Select the agent whose access you want to manage.
In the Roles tab, click Edit.
Assign the appropriate roles:
generate_knowledge_admin – enables the Generate Document button
publish_knowledge_admin – allows the user to publish the generated document
To assign user generate/publish permissions in Salesforce:
Navigate to Setup > Profile as an Admin User in your company’s Salesforce application.
Click on one of the profiles.
Choose Custom Permissions.
Add:
Generate knowledge Access – enables the Generate Document button
Publish knowledge Access – allows the user to publish the generated document
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