[Music] knowledge generation is moving from Innovation lab to GA in the Q2 store release of analysis for CSM when agents encounter a new problem one without an existing solution it is expected that they can draft articles to benefit other agents soon to encounter a similar problem but agents often face challenges creating the first draft can be tedious and timec consuming agents May may have pending work requiring immediate action creating knowledge after the fact may result in Lost context or missing details with knowledge generation agents can draft knowledge in a few simple clicks let's take a look once a case has been closed you can select create knowledge a modal dialogue box appears where you select the knowledge base and the article template articles can have different structures or templates for example a product fa Q may have different sections compared to say release notes upon clicking create article a modal dialogue appears asking if the user wishes now assist to generate the draft clicking yes the draft article is quickly generated the agent reviews the article we want to have a human in the loop to validate its accuracy then the article is submitted for approval and release into circulation with knowledge generation support teams can redu time creating draft articles eliminate writer blocks for agents keep knowledge base fresh and relevant with the latest information check out knowledge generation ging in now assis for CSM in our Q2 store release