ServiceNow Things to Know 129: Pin the Knowledge Article in the agent assist of Workspace

[PrashantLearnIT]

Hello Everyone,

If you ever get a requirement to pin the knowledge article in the agent assist of workspace or in the related search results of classic view follow the below steps.
1. Go to the knowledge bases module, select IT.
2. Go to the featured content related list.
3. Create a new record, select required knowledge article and give the key words in such a way that users would enter these words in short description while raising the tickets.

By doing this you can see this knowledge article in the pinned articles section of related search results in the classic view and in the agent assist of workspace for the relevant tickets which matches this article.

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Best Regards,

Prashant Kumar (LearnIT)

YouTube Channel LearnIT: https://www.youtube.com/@learnitwithprashant

Blog LearnIT: https://medium.com/@LearnITbyPrashant

Prashant Kumar LinkedIn: https://www.linkedin.com/in/learnitbyprashant/

ServiceNow Community Prashant Kumar - https://www.servicenow.com/community/user/viewprofilepage/user-id/19635