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How to create a knowledge article based on Service Portal user activity

You can create a knowledge article based on questions that Service Portal users have asked, requests they have submitted, or searches they have performed:

  1. From the main menu, select Build > Knowledge > Hot Topic Analytics.

  2. Filter the records by questions asked, requests submitted, or by user searches, or enter keywords in the search bar. For example, type mobile or Windows 8.

  3. Select one or multiple records on which to base the new article.

    To select all of the articles listed, click the check box above the list.

  4. At the top of the list, click Create article. A new knowledge article record is created containing information from the selected records.
  5. Add relevant additional information to the article, and complete the article details as you would with any new knowledge article. For more information, see How to create or update a knowledge/news article.

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