Agents and managers cannot create knowledge articles from Community questions.
Agents and managers cannot create knowledge articles from Community questions.
Agents and managers cannot create knowledge articles from Community questions. This task requires the knowledge harvester role or other specific roles that community administrators and moderators possess. Without these roles, agents and managers are restricted from creating knowledge articles from community questions.
abrakadabrek is right
A is correct
https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-communities/reference/communities-roles.html
A is correct, They can't, check this link of the documentation: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-communities/reference/communities-roles.html Proxy case creator [sn_customerservice.proxy_case_creator] -A community user who can create a customer service case from a community discussion.
B is correct and this is why: Two sets of users can create cases from questions: Customer service agents, consumer service agents, and customer service managers. Users with the sn_customerservice.proxy_case_creator role. Community administrators and community moderators inherit this role. CSM Fundamentals CSM Service Portal (Common Features)
B is correct! Agents & Managers CAN create cases from Community questions https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-communities/task/case-mgmt-integration-view-list.html
A is correct, agent and managers cannot create knowledge article from community questions, it requires knowledge harvester role, only cases from community questions. https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-communities/task/create-knowledge-from-communities.html
Look at the question once again, they are talking about knowledge article creation, not case. A is correct. They can't.
Given answer is correct. By Akrit https://www.briefmenow.org/hdi/agents-and-managers-cannot-create-knowledge-articles-from-community-questions/
I think the correct answer is A. There are special roles that CSM managers don't have out of the box and they are called sn_communities.knowledge_harvester, sn_communities.admin, or sn_communities.moderation_admin https://docs.servicenow.com/bundle/tokyo-customer-service-management/page/product/customer-communities/task/create-knowledge-from-communities.html
Is the correct answer B?
B is the correct answer and this is why.. If you create a group for managers n agents if you want to be able to create knowledge from the community and assign these roles to that group "sn_communities.knowledge_harvester, sn_communities.admin, or sn_communities.moderation_admin" cos by default, they won't have these roles. I will say yes they can if they're being assigned the roles mentioned above.
This is not creating case from community questions, this is creating knowledge article from community questions, it requires knowledge harvester role.
This is not creating case from community questions, this is creating knowledge article from community questions, it requires knowledge harvester role.. Answer is False
A is correct, agent and managers cannot create knowledge article from community questions, it requires knowledge harvester role, only cases from community questions. https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-communities/task/case-mgmt-integration-view-list.html