Send an article to a requester

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

    • Use Agent Assist to send articles to requesters to solve their issues.

    Before you begin

    Role required: agent_workspace_user

    About this task

    Agent Assist search results can include links to knowledge articles that you can send to a requester.

    Procedure

    1. Navigate to All > Agent Workspace > Agent Workspace Home.
    2. Open an incident record from the list view.
    3. In the Agent Assist panel, search for an article.
    4. Select the menu icon (more actions icon) > Add link in email.