Automation Rules for Knowledge Articles


It is now possible to look up and update knowledge articles with automation rules.  This can be useful in many scenarios.  For example, for selecting relevant knowledge articles based on related services and keywords, and adding those to a task that is part of the onboarding process of a new employee.

Another use case would be to have a knowledge manager approve and automatically validate all unvalidated knowledge articles.  The below example shows an automation rule that selects knowledge articles from a custom field and updates their status to ‘Validated’.

Automation rule knowledge article example