Sharing Knowledge articles via Agent Chat

Matt Lodge
Tera Expert

‎08-09-2022 12:20 AM

I'm using When attaching a knowledge article to an Agent Chat conversation, is there a way to default to a specific Knowledge base?

Currently, I'm in a live chat, when you click on the 'Book' icon, it displays all knowledge bases in our organisation but I only want to have the Human Resources General Knowledge base to be displayed. Is this possible? and is is possible to do without impacting our ITSM team who also use Live Agent Chat?

 

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Community Alums
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‎08-09-2022 12:27 AM

Hi @mattlodge ,

You have to check the corresponding Contextual Search which is running:

Refer to this article : https://community.servicenow.com/community?id=community_article&sys_id=aae13f5bdbef6410ab0202d5ca961...

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

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Community Alums
Not applicable
In response to Community Alums

‎08-10-2022 06:21 AM

Hi @mattlodge ,

Any update to this ?Any follow-up required? if not

Kindly mark the answer as Correct & Helpful both such that others can get help.

Thanks,
Sandeep

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