Open a knowledge article in a sub-tab

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

    • Search for a knowledge article in Agent Assist and then open the article in a sub-tab.

    Before you begin

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

    About this task

    Note:
    This task applies to both CSM Configurable Workspace and CSM Agent Workspace.

    Procedure

    1. Open your workspace.
    2. Open a customer service case.
    3. In the Agent Assist panel, select an article from the default search or search for something specific using the search bar.
    4. Click the article link to open the article in a new sub-tab of the parent case.