Service operations workspace (SOW) Right side panel (Agent asset icon)

[Reddy39]

Hi Team,

The current behavior In Service Operations Workspace, when an agent attaches a knowledge article to a record (INC or IMS), it is automatically placed in the Additional Comments field.

The requirement is

1) If Work Notes is selected, the knowledge article is added only to the Work Notes field and no end‑user notification is triggered.

2) If Additional Comments is selected, the knowledge article is added to the Additional Comments field and the standard end‑user notification is sent.

3) The chosen behavior is applied consistently for Incident (INC) records.

Please help me with the above requirement.

[Ankur Bawiskar]

@Reddy39 

My thoughts

-> OOTB, it copies the article note into Additional comments (Customer visible), and there are also steps that you can reconfigure the destination field to something else such as work_notes KB0684634 

-> you can't make it dynamic

-> create custom UI action/declarative action, in that add logic to insert formatted article content into work_notes and don't copy to comments

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[Reddy39]

Hi @Ankur Bawiskar 

They want this behavior

When they click on the Attach UI_Action two fields Work Notes, and Additional Comments should appear

1) If Work Notes is selected, the knowledge article is added only to the Work Notes field

2) If Additional Comments is selected, the knowledge article is added to the Additional Comments field.

Is this requirement is possible by creating custom UI_Action?

[mattlloyd]

Hi Reddy,

That's not possible with Agent Assist, (as Ankur said) the user cannot change between comments and work notes dynamically.

Have a look at Recommended actions (RA) instead as products are starting to switch from Agent Assist (which is more of a legacy search as it uses Zing) to RA as that uses AI Search.

With RA (and AI Search) you can define custom search sources and custom actions as well which were never possible with Agent Assist. So, if RA doesn't allow you to dynamically choose, you could just have Attach as Comment and Attach as Work note as two separate actions that the user can choose from.