Attach a knowledge article to a problem or problem task from Agent assist

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • You can attach a knowledge article, for example a Known Error article, to a problem or problem task that provides information to solve the issue quickly.

    Before you begin

    Role required: agent_workspace_user or admin

    Procedure

    1. Navigate to All > Workspace Experience > Workspaces > Agent Workspace Home.
    2. In the Lists menu, choose Problems > Open.
    3. Access the relevant problem record or problem task.
      OptionDescription
      If you are attaching an article to a problem record Open the problem record.
      If you are attaching an article to a problem task
      1. Open the related problem record.
      2. Click the Problem Tasks related list.
      3. Select the problem task record.
    4. In Agent Assist, search for the article you want to attach and select it.
    5. Click the more actions icon More actions icon and click Attach.
      Attach option
      The knowledge article appears under the Attached Knowledge related list.