In Service Operations Workspace, we can only attach a knowledge article to an incident once the record has been saved. In Agent Assist, the option to Attach is not visible until the record has been saved. This affects our first contact resolution (FCR) targets.
If we resolve the incident and then proceed to attach the article afterwards to maintain FCR, the screen updates and Agent Assist is closed. We then have to re-open Agent Assist and search for the knowledge article again, as the search results have reset to the default based on the short description and do not show the article we used. This is time consuming and not efficient when agents have multiple calls coming in. As it is not easy to attach an article after resolution, agents are not doing it as they just move on to the next customer call.
Is there another way to maintain FCR rates but easily attach knowledge?
