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1. Click on Knowledge Mgmt in the navigation pane on the left of your console
2. Click on Manage Q&A in the navigation pane on the left of your console
3. Click on + next to ADD A NEW Q&A
4. Enter your Q&A label and question variant (if any)
5. Write your response
NOTE: End your response with something to let a user know that a ticket creation isrequired and we need more details i.e. “This will require follow up with the creation ofa ticket.”
6. Click on Metadata Management
7. Under Task, click on Select A Task
8. Choose your Task from the dropdown menu
9. Click Save