KNOWLEDGE ATTACHMENT

1. What is the first thing you should do after getting a new ticket assigned to you and reviewing the Description?

• A) Navigate to the ticket list and search for an article

• B) Click the graduation cap icon called Agent Assist

• C) Attach a knowledge article to the ticket

2. What should you do if you find an article that helps resolve the ticket?

• A) Change the State to "Awaiting Acceptance"
  

• B) Leave the ticket open for further discussion
  

• C) Create a new article

3. Where can you find the "More Actions" icon to attach an article?

• A) On the left toolbar
  

• B) In the Attach Article pop-up window
  

• C) In the article tile, next to the article title

4. Once you've attached the article, what should you do next?

• A) Type your response/comments in the free text box of the pop-up
  

• B) Send a confirmation email to the requesting associate
  

• C) Close the ticket immediately

5. After attaching the article, how can you confirm that it was successfully added?

• A) A new "Attached" icon will appear in the upper right-hand corner of the knowledge tile

• B) The case feed will display a confirmation message
  

• C) You will receive an email confirming the attachment

Hi there! I'm looking to check how much of my 2024 carryover PTO is still available before it expires. Could you help me understand how to read the Time Off Balance report in Workday?
What KB article would you attach to this ticket?

Please make sure to add full KB number

I submitted my PTO request for March 3rd, 4th and 5th this week, but my trip got cancelled and I no longer have to take that time off but I can not change it.
What KB article would you attach to this ticket?

I am trying to request some time off from April 1st-20th. Can you please request that time for me?
What KB article would you attach to this ticket?

Hello, I am based in Ireland and went on parental leave and I was told I had to request a return from a leave. How do I do that?
What KB should you attach to this ticket?

How can I tell if an article can be shared with an associate?