Share knowledge in a Connect Support conversation

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • The support view of the Connect workspace has a built-in knowledge tool that makes it easy to search for knowledge articles and share them in a conversation.

    Before you begin

    Role required: none

    About this task

    Use the knowledge tool to research user questions and provide solutions quickly and easily.

    Procedure

    1. Open a support conversation in the Connect workspace.
      The knowledge tool is not available in Connect mini windows.
    2. In the conversation tools area to the right of the conversation pane, click the knowledge base tab, which is represented by an open book icon.
      The knowledge base tab is represented by an open book icon
      The knowledge homepage appears in the conversation tools pane.
      The knowledge base
    3. Search for articles related to the user's issue.
      For more information about finding knowledge, see Search using Knowledge Management v3.
    4. To share an article in the conversation, drag a knowledge article link to the conversation pane and drop it anywhere in the drop zone that appears.