Agent Assist: How to auto-populate comments field when attaching Knowledge Article in SOW?

Simon Midtvedt
Tera Guru

‎08-02-2023 04:09 AM

Hello,

 

Has anyone had any experience with deep configuration of the Agent Assist component in the Service Operation Workspace (SOW)?

 

We would like to find a way where specific information (e.g. a custom field called "Proposed solution") from the Knowledge Article that is being attached is auto-populated to the comments field of the current record (e.g. incident, case etc.). This is to help agents answer faster and easier:

 

SimonMidtvedt_0-1690970158976.png

 

Scenario 1: An agent attaches an article that is visible to the caller.

THEN: The link to the article is included in the comments

 

Scenario 2. An agent attaches an article that is NOT visible to the caller.

THEN: The link to the article is included in the work notes (private)

 

In both cases, we would like a "Proposed solution" field from the article to be auto-populated into the comments as a template for the agent. This could probably be achieved using response templates or by simply copying and pasting directly from the article. However, we want a more seamless use of Knowledge Articles to avoid extensive copy/paste and overuse of response templates that can potentially overshadow a KCS-based approach.

 

Thanks 🙂

 

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Jagadeesh5
Tera Contributor

‎06-14-2024 07:28 AM

Hi Simon,

    Did you get a solution for this scenario? We also looking at a use case where if kb is internal then post on worknotes and if KB is external then post it on comments.

Regards,

Jagadeesh

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