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Agents Knowledge Base Article Generator Agent

Knowledge Base Article Generator Agent

Automatically generates knowledge base articles based on resolved tickets, ensuring up-to-date documentation for future reference.

About the Agent

The Knowledge Base Article Generator Agent automates the process of generating knowledge base articles from resolved help desk tickets. Using GenAI, this agent analyzes the resolution steps of closed tickets and creates structured, searchable articles for future reference. This reduces the workload on IT staff and ensures that the knowledge base remains up-to-date with the latest troubleshooting techniques. By automating this process, the agent helps create a repository of solutions that can be easily accessed by both IT teams and end-users. This agent provides high ROI by reducing the time spent on creating documentation, improving response times for recurring issues, and minimizing duplicate tickets.

Accuracy
TBD

Speed
TBD

Input Data Set

Sample of data set required for Knowledge Base Article Generator Agent:

Ticket IDIssue CategoryIssue DescriptionResolution Steps (Summary)Resolution TimeTechnician Notes
1001SoftwareApplication crash on startupReinstalled the application and updated to the latest version1 hourUser needs to update the app regularly to avoid similar issues.
1002NetworkUnable to connect to Wi-FiRestarted the router and reset network adapter settings45 minutesWi-Fi settings need to be optimized for better performance.
1003HardwareComputer not bootingReplaced the faulty hard drive and reinstalled OS2 hoursThe hard drive showed multiple bad sectors during diagnostics.
1004EmailEmail account login issuesReset the email account password and enabled 2FA30 minutesEnsure the user sets up a strong password to prevent future issues.
1005SecurityUnauthorized login attemptBlocked the unauthorized IP and updated security settings1 hour 30 minutesUser should enable multi-factor authentication across accounts.
1006SoftwareSlow application performanceCleared cache and reinstalled the app1 hourThe issue was due to excessive cached data.
1007NetworkVPN connection failsUpdated VPN client and reset connection settings50 minutesVPN client needed manual configuration for the network settings.
1008EmailEmails bouncing backUpdated mail server settings and verified email domain1 hour 15 minutesMail server needed a security patch.
1009SecuritySuspicious email receivedQuarantined the email and updated security protocols40 minutesThe email was part of a phishing attempt.
1010HardwareMonitor flickeringReplaced the faulty HDMI cable and updated display drivers1 hour 10 minutesHDMI port showed signs of wear.

Deliverable Example

Sample output delivered by the Knowledge Base Article Generator Agent:

Company Knowledge Base - Resolved Help Desk Tickets


Ticket 1001: Application crash on startup


Category: Software

Problem Summary: The user reported that an application crashes every time they attempt to launch it.

Step-by-Step Solution:  


    

  1. The existing version of the application was uninstalled from the user's machine.  
    2. 

  2. A fresh version was downloaded from the official website.  
    3. 

  3. The latest version of the application was reinstalled successfully.  
    4. 

  4. Post-installation checks confirmed that the issue had been resolved and the application no longer crashes.
    
Additional Notes: It is recommended to keep the application updated to avoid such issues in the future. Regular updates ensure compatibility with newer system versions and prevent performance issues.
    
Keywords: Application crash, reinstall, software issue, version update
    5. 





Ticket 1002: Unable to connect to the Wi-Fi


Category: Network

Problem Summary: The user experienced an issue where their device was unable to connect to the office Wi-Fi network.

Step-by-Step Solution:  


    

  1. The wireless router was rebooted to clear any temporary network issues.  
    2. 

  2. The network adapter settings were reset using the command prompt to ensure the system was correctly configured for Wi-Fi.  
    3. 

  3. Connection to the Wi-Fi was tested and confirmed to be working post-reset.
    
Additional Notes: Users should ensure that Wi-Fi settings, such as the network adapter, are optimized for better performance. Regular router reboots can prevent such issues.
    
Keywords: Wi-Fi connection, network adapter reset, router reboot, network issue
    4. 





Ticket 1003: Computer not booting


Category: Hardware

Problem Summary: The user reported that their computer was failing to boot up.

Step-by-Step Solution:  


    

  1. A diagnostic check was run on the computer hardware, identifying multiple bad sectors on the hard drive.  
    2. 

  2. The faulty hard drive was replaced with a new one.  
    3. 

  3. The operating system was reinstalled, and the computer booted successfully post-installation.
    
Additional Notes: Hardware diagnostics should be run regularly to catch issues before they cause major disruptions. Data backups are highly recommended.
    
Keywords: Computer boot failure, hard drive replacement, bad sectors, OS installation
    4. 





Ticket 1004: Email account login issues


Category: Email

Problem Summary: The user could not log into their corporate email account due to authentication issues.

Step-by-Step Solution:  


    

  1. The email account password was reset, and the new password was shared securely with the user.  
    2. 

  2. Two-factor authentication (2FA) was enabled for enhanced security.
    
Additional Notes: It is recommended that users regularly update their passwords and use strong, unique passwords to prevent unauthorized access.
    
Keywords: Email login issues, password reset, two-factor authentication, security enhancement
    3. 





Ticket 1005: Unauthorized login attempt


Category: Security

Problem Summary: The user received a notification about an unauthorized login attempt on their account.

Step-by-Step Solution:  


    

  1. The unauthorized IP address was immediately blocked from accessing the account.  
    2. 

  2. The account's security settings were updated to prevent future breaches.
    
Additional Notes: Users should enable multi-factor authentication and regularly review account security settings. Security training for employees on recognizing phishing and other threats is also advised.
    
Keywords: Unauthorized access, account security, IP block, multi-factor authentication
    3. 





Ticket 1006: Slow application performance


Category: Software

Problem Summary: The user reported slow performance when using a business-critical application.

Step-by-Step Solution:  


    

  1. The application's cache was cleared to free up memory and improve speed.  
    2. 

  2. The application was reinstalled to ensure optimal performance.
    
Additional Notes: Regular cache clearing and updates can help maintain application performance.
    
Keywords: Application performance, cache clearing, app reinstall, slow software
    3. 





Ticket 1007: VPN connection fails


Category: Network

Problem Summary: The user was unable to establish a VPN connection, preventing access to secure internal resources.

Step-by-Step Solution:  


    

  1. The VPN client was updated to the latest version.  
    2. 

  2. The connection settings were manually reconfigured to match the network requirements.  
    3. 

  3. A successful connection was established after the update and reconfiguration.
    
Additional Notes: VPN configurations may vary based on network settings. Ensure the VPN client is regularly updated to maintain compatibility.
    
Keywords: VPN connection, VPN client update, manual configuration, network access
    4. 





Ticket 1008: Emails bouncing back


Category: Email

Problem Summary: The user’s outgoing emails were bouncing back due to invalid mail server settings.

Step-by-Step Solution:  


    

  1. The mail server settings were updated to ensure compatibility with the company's mail system.  
    2. 

  2. The email domain was verified, and the email flow returned to normal.
    
Additional Notes: Email server settings should be checked regularly to avoid communication breakdowns.
    
Keywords: Email bouncing, mail server update, domain verification, email issues
    3. 





Ticket 1009: Suspicious email received


Category: Security

Problem Summary: The user reported receiving a suspicious email that appeared to be part of a phishing scam.

Step-by-Step Solution:  


    

  1. The suspicious email was quarantined to prevent further access.  
    2. 

  2. Security protocols were updated to prevent such emails from reaching users in the future.
    
Additional Notes: Employees should be trained to identify phishing attempts. Suspicious emails should be reported immediately to the security team.
    
Keywords: Suspicious email, phishing, email quarantine, security protocols
    3. 





Ticket 1010: Monitor flickering


Category: Hardware

Problem Summary: The user’s monitor was flickering intermittently, affecting their ability to work.

Step-by-Step Solution:  


    

  1. The HDMI cable connecting the monitor was replaced, as it was found to be faulty.  
    2. 

  2. The display drivers were updated to ensure compatibility with the system.
    
Additional Notes: Regular hardware checks should be carried out to prevent issues caused by wear and tear.
    
Keywords: Monitor flicker, HDMI cable replacement, display drivers, hardware issue
    3. 





End of Report