We just turned on SOW (previously been working in Native UI for a few years) ... but I am not seeing how users can use Favorites like they can in Native UI within SOW.
Use case example:
Many techs have knowledge articles saved in their favorites but accessing these will take them out of SOW... and I cannot find a means to make a favorite in SOW at this time.
Is there a config item we overlooked or is this a limitation of SOW and favorites are not available?
In addition to this question:
(which would probably be a customization/enhancement) but specialists like to favorite KB articles (or other items) and if favorites can be used in SOW... is there a way to attach the KB to the record from the favorite pulled up? and not have to go search for the same article using Agent Assist or Recommendations within SOW?
