Get an overview of each mapping option for knowledge article creation.
Required Editions
| Environment |
The context of the problem, such as conditions, configurations, or
versions. |
| Issue |
The description of the customer’s stated problem. Usually the issue being
addressed in the knowledge article itself, rather than the technical or root cause
of the problem. |
| Problem |
The technical assessment or explanation of the issue or an underlying condition
causing the issue. |
| Process Steps |
The series of actions taken to accomplish a task within the conversation.
Process steps are more general than troubleshooting steps and can fill many needs or
record types. For example, use them to cover the case intake questions or resolution
steps. |
| Questions and Answer |
Quick and easy summaries of the conversation. The question and answer must be
mapped in a pair. The question is the customer query or reason for contacting
customer support. The answer is the response or solution to the question given in
the case or conversation. |
| Resolution |
The solution or outcome for the problem and conversation. |
| Root Cause |
The sources or origins of the problem. Often more technical underlying issues
such as a bug or missing information. |
| Summary |
A synopsis of the conversation or issue. The summary goes over key points in
the case like the issue, question, and resolution. |
| Troubleshooting Steps |
The series of actions taken to identify the problem and its root cause.
Typically, these steps are more detailed and technical than process steps. Unlike
process steps, they detail the individual tasks to identify the issue along with the
steps to fix it. |
| Workaround |
A temporary solution to circumvent the issue or problem. |
