In Service Operations Workspace, when the Agent Assist knowledge search results are displayed, the agent has an option to attach the article which goes to "Comments" field by default. This can be changed to go to work_notes. However, we want to have a feature where the agent has an option to select whether the attached knowledge article goes to "Additional Comments" or "Work Notes" depending on whether the article is customer facing. This could be a prompt to allow the agent to select where they want it to be posted. We need to achieve this without customisation.
Currently, this is not possible, so we have raised an enhancement request on the Ideas portal. Please add your support by voting:
https://support.servicenow.com/ideas?id=view_idea&sysparm_idea_id=53af3ec447344f94f64de825126d43bc&s...
Thank you.
