Knowledge Management in Service Operations Workspace

  • リリースバージョン: Australia
  • 更新日 2026年03月12日
  • 所要時間：1分

    • Knowledge articles provide agents with information such as self-help, troubleshooting, and task resolution.

    An agent can work on the agent's published and unpublished articles, feedback tasks, flagged tasks, and translation tasks. For information about knowledge articles, see Using Knowledge Management.
    注:
    The list of agent's translation tasks is available only when the I18N: Knowledge Management Internationalization Plugin v2 plugin (com.glideapp.knowledge.i18n2) is activated.
    Agents can also use knowledge blocks to reuse content within knowledge articles. For information about knowledge blocks, see Knowledge blocks.
    注:
    The list of knowledge blocks is available only when the Knowledge Blocks plugin (com.snc.knowledge_blocks) is activated.