We are currently working on a Knowledge management project and reviewing how agents can effectively access SOPs documented in KB and attach them to the incident, catalog task, or case via Agent assist in Service Operation workspace or HR Configurable workspace. The OOB configuration of Agent Assist shows an employee-facing KB article and attaches the KB article to the comment section. However, there is no option to search for agent facing knowledge base and attach KB articles as triaging steps.
- Should we configure employee or agent knowledge base in Agent assist, or a combined approach is more effective?
- The OOB configuration allows agent to attach an article to comment section via Agent Assist. But there is no option to attach knowledge article to a work note as a triaging step
- What is the best path to access agent knowledge articles (SOP’s) from Agent workspace? Configure agent knowledge base in agent assist or use list layout to access SOP and open article in different tabs?
