Recommended Actions (SOW) - How to change "Attach and add link in comment" to post to Work Notes ins

[josephmosaa]

In Recommended Actions / Service Operations Workspace, I am using the OOB Guidance "Attach and share article".

I can see OOB actions:

• Attach
• Attach and add link in comment
• Add link in worknote

I want the popup and action behind "Attach and add link in comment" to post into Work Notes instead of Comments.

In Contextual Search Search Action Configuration there is an "Attach note field" (work_notes/comments), but I cannot find an equivalent field for Recommended Actions.

Has anyone changed the target from Comments to Work Notes in Recommended Actions? Is there an OOB configuration for this, or does it require modifying the UX client script / event mapping?

Australia release.

[Tanushree Maiti]

Hi @josephmosaa 

Refer KB: KB2106782 Knowledge base articles are attaching to customer comments instead of work notes via agent... 

KB0784326 Knowledge Article get copied to comments and not worknotes 

[josephmosaa]

Thank you for your reply, unfortunatelly, those solutions don't work for recommended actions attaching only for contextual search ones and agent assist.