Hello Everyone,
I am currently working on a custom Configurable Workspace and am encountering a layout routing issue when agents open Knowledge Articles via Agent Assist. I would appreciate any guidance on how to fix this behavior.
The Issue:
- In one of our Workspace, everything works perfectly. When an agent clicks a knowledge article in Agent Assist, it opens in a new workspace sub-tab using the clean, native Knowledge Article Layout (KB View).
- In another Workspace, clicking the knowledge article also opens it inside a new workspace sub-tab. However, instead of loading the native KB layout, it renders as a standard table record form layout (showing standard form fields like Number, State, Text, etc.).
What this tells us:
The routing to a workspace tab is functioning correctly. However, the workspace is loading the standard record page variant instead of intercepting the record and loading it into the dedicated kb_view / kb_article page variant.
Where I need assistance:
I am trying to find exactly where this layout mapping configuration lives for a custom workspace container.
- Is there a specific UX Page Route Map, Component Action Route Map, or Screen Configuration required to force kb_knowledge records to render in the native KB layout rather than a standard form layout? And could you please guide me on the configuration.
- Alternatively, is this handled by specific component attributes or properties inside UI Builder on the Agent Assist panel itself?
