Knowledge Management in Service Operations Workspace

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

    • 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    An agent can work on the agent's published and unpublished articles, feedback tasks, flagged tasks, and translation tasks.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.
    Note:
    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.
    Note:
    The list of knowledge blocks is available only when the Knowledge Blocks plugin (com.snc.knowledge_blocks) is activated.