Search for knowledge articles in Agent Assist, including similar knowledge articles.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, workspace_admin, admin

About this task

Agent Assist displays contextual search results based on text entered in the Short description field on the Case form. These search results include knowledge articles and other types of information, such as open or resolved cases and community content. You can narrow the list of results by selecting a specific type of information to view.
Note: With the Predictive Intelligence for Customer Service Management plugin (com.snc.csm_ml), you can also view Similar Knowledge Articles.

Procedure

  1. Open CSM Configurable Workspace.
  2. Open a customer service case.
  3. Perform one of the following.
    • In the Agent Assist panel, click the search resource icon (Search resource icon.) and select a search source.
      • Knowledge Articles
      • Similar Knowledge Articles
    • In the Recommended Actions - Search tab, search with a keyword and select the Search source as Knowledge to filter the knowledge articles.

      For more information on how to enable Recommended Actions - AI Search and disable Agent Assist, see Enable AI search in Recommended Actions.

  4. Select a knowledge article.
  5. Click Attach.
    Depending on your configuration, you can add a link or embed an article directly into the Additional comments (customer visible) portion of the activity stream.