Knowledge Base Configured to Agent Workspace

[Liz18]

Can two different KBs be configured to the HR Agent Workspace to search articles in two different KBs at the same time when search articles from Agent Assist? 

[Heiko Bllr]

Hi Liz,

I just had the same question, it is quite easy to do.

Go to "Search Contexts" and select "HR Knowledge Base Search":

Then open the resource configuration "knowledge":

And now click on "Condition". There you can add a simple filter which Knowledge Base(s) to use:

I hope it was helpful.

[Heiko Bllr]

And, if you search in more than one KB, you might wanna tell your agents which KB the article belongs to.

For that, just configure the search result display:

Then on the little cards the name of the Knowledge Base will appear: