Search for knowledge articles in CSM workspaces

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

    • Search for knowledge articles in Agent Assist, including similar knowledge articles.

    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.
    Agent Assist displays contextual search results based on text entered in the Short description field on the Case form. These search results include knowledge articles and other types of information, such as open or resolved cases and community content. You can narrow the list of results by selecting a specific type of information to view.
    Note:
    With the Predictive Intelligence for Customer Service Management plugin (com.snc.csm_ml), you can also view Similar Knowledge Articles.

    Procedure

    1. Open your workspace.
    2. Open a customer service case.
    3. In the Agent Assist panel, click the search resource icon (Search resource icon.) and select a search source.
      • Knowledge Articles
      • Similar Knowledge Articles
    4. Select a knowledge article.
    5. Click Attach.
      Depending on your configuration, you can add a link or embed an article directly into the Additional comments (customer visible) portion of the activity stream.