Attach Knowledge to an HR Case from HR Agent Workspace

[Shane Bjork]

When an HR agent attaches knowledge either to an email or the additional comments the link redirects the User from ESC to the backend Knowledge base view vs keeping the on the ESC portal views.

Is there a way to configure the setting so that when a user selects the link from ESC Case view they stay on (or directed to in case of email link ) the ESC Portal when they open the Knowledge article link?

Forcing non agents out of the employee portal does not seem to be an intuitive design/functionality.

HR Agent View – Using Agent Assist to attach knowledge to the case

Customer View from the HR Case

Customer view after clicking on the link from the case

Expected customer view

[bacsok]

Hi @Shane Bjork 

Did you manage to find a way to fix this behavior?

I'm also looking to find a way to fix this.

Thanks, Kriszta

[Shane Bjork]

@bacsok , we were able to adjust the link that is placed in the additional comments section however it does not apply to the "attach to email" option. Still looking for a fix for the emails.  

[bacsok]

@Shane Bjork Thank you! That's already great news, do you know how did you achieve this? Thanks in advance and have a nice day, Kriszta