What is the best way to provide agents with the knowledge they need to fulfil service catalog requests? Our agents handle these requests within the Service Operations Workspace.
Currently, they must manually search for relevant knowledge base articles, which disrupts workflow. Ideally, we would like to associate knowledge directly with catalog items so that instructions and guidance are readily accessible while processing requests.
We already use Agent Assist for incidents - does this functionality extend to service requests and catalog items? Additionally, would playbooks be relevant in this scenario?
I also noticed that a knowledge base article can be related when administering a catalog item, but I’m unsure how this information is presented within the workspace. Can anyone help to clarify this or make recommendations?
Thanks
