suggestions from different KBs

[Gianluca Roncat]

In our configuration (Vancouver) when a customer support operator receive a request/incident ticket it show also 10 KB suggestions from 2 different bases (one for the client and one for the support operator). At the moment the suggestions are ordered by relevance but I'd like that all the suggestions from one base are showed before the other base or the operator can select only one of the 2 bases to be showed.

Is there a way to do this?

[Kim27]

Replying because this would be a great idea to add filter capabilities to the platform / Operations workspace similar to what exists in the SP today. Filter by:

• Knowledge Base
• Tags
• Category

[Vickie Runyon]

Yes!  This would be a great addition to the Agent Assist pane in the Workspace!