View a knowledge article in Agent Workspace

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

    • View a knowledge article in Agent Workspace, including the article number, short description, and article content.

    Before you begin

    You must have read access to the knowledge article.

    Role required: agent_workspace_user

    Procedure

    1. Navigate to All > Agent Workspace > Agent Workspace Home.
    2. View knowledge articles authored by you or by other people.
      • View all articles by navigating to Lists > Knowledge > All Articles.
      • View articles authored by you by navigating to either Lists > Knowledge > My Articles - Published or Lists > Knowledge > My Articles - Unpublished.
    3. Click the link to the knowledge article that you want to view.
    4. Optional: View the knowledge article in another language by selecting a language in the Language list.
      Note:
      The Language list is populated based on the available translated versions of the article.
    5. Optional: Copy the link to the knowledge article to your clipboard by clicking the more actions icon (More actions icon) and then clicking Copy link.
    6. Optional: Download the article as a Microsoft Word document to your computer by selecting the more actions icon (More actions icon.) and then selecting Download as Word.
      Note:
      This option appears only when the article was originally created using Microsoft Word and the administrator has enabled the sn_km_word.glide.knowman.enable_document_download property.
    7. Optional: View another version of the knowledge article by selecting the version of the knowledge article in the Version list.
      Note:
      The Version list appears only when the article versioning feature is enabled.

    Result

    The selected version of the article opens in a knowledge article view page displayed in another tab within Agent Workspace. The tab name includes the knowledge article number and its version number.