Add a knowledge block to a knowledge article in Agent Workspace

Add a knowledge block to a knowledge article in Agent Workspace.

Avant de commencer

• Both the knowledge article and the knowledge block must be in the same knowledge base.
• You must have contribute access to the knowledge base.
• Ensure that the knowledge blocks feature is enabled for the knowledge base that the article is in. For more information, see Enable knowledge blocks for each knowledge base.

Role required: agent_workspace_user and knowledge

Procédure

1. Navigate to All > Agent Workspace > Agent Workspace Home.
2. Go to Lists > Knowledge Articles > All.
3. Click an existing article link.
   For more information, see Edit a knowledge article in Agent Workspace.

   Remarque :

   • Knowledge blocks are supported only with HTML knowledge articles. Make sure that the Article type field is set to HTML.
   • If a knowledge article uses an article template, you can add knowledge blocks to any fields associated with the article template.
4. In the contextual side panel, click the add blocks icon ().
5. Search for the article to which you want to add the knowledge block.
   To use condition builder with advanced search, see Condition builder.
6. Click Insert to add the knowledge block to the article.
   If there are no knowledge blocks, click Create New Block and follow the procedure to create another block. For more information, see Create a knowledge block in Agent Workspace.
7. Click Update to save your changes.
   Remarque :

   You can preview the article with the blocks. For more information, see Preview a knowledge article with knowledge blocks in Agent Workspace.
8. Click Publish to publish the article.

   The knowledge article is published depending on the workflow setting of its knowledge base. For more information, see Publish a knowledge article in Agent Workspace.