Open a knowledge article in a sub-tab

Search for a knowledge article in Agent Assist or Recommended Actions - AI Search and then open the article in a sub-tab.

Before you begin

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

Procedure

1. Open CSM Configurable Workspace.
2. Open a customer service case.
3. Perform one of the following actions in the Contextual side panel:
   • In the Agent Assist tab, select an article from the default search or search for something specific using the search bar and then select an article.
   • In the Recommended Actions - Search tab, search for the desired article 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. View the article in the Contextual side panel.
   After viewing the article, you can also perform the following actions:

   • Select Attach to attach the article to the case. Add any additional comments in the Attach Article pop-up window and then select Attach Article. The article is attached to the case and added to the Attached Knowledge related list.
   • Select Flag to flag the article. Add a comment in the Flag Article pop-up window and then select Save. This action generates a feedback task for the knowledge article.
   • Select the knowledge article link below the article title to open the article in a separate tab. You can also select the More Actions menu and then select Full View.
   • Select the More Actions menu and then select Helpful to mark the article as helpful.