Open a knowledge article in a sub-tab

Search for a knowledge article in Agent Assist or or Recommended Actions - AI Search and then open the article in a sub-tab.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, workspace_admin, admin

Procedure

1. Open CSM Configurable Workspace.
2. Open a customer service case.
3. Perform one of the following:
   • In the Agent Assist panel, select an article from the default search or search for something specific using the search bar.
   • In the Recommended Actions - Search tab, search for the desired article and select the Search source as Knowledge to filter the knowledge articles.

     For more information on how to enable Recommended Actions - AI Search and disable Agent Assist, see Enable AI search in Recommended Actions.

4. Click the article link to open the article in a new sub-tab of the parent case.