I can't find an article that helps. If I understand how the knowledge function is supposed to work in Agent Workspace (perhaps I don't), when I click on the knowledge sidebar icon it should search the subject and description and return relevant articles. But, it doesn't - it returns completely unrelated subjects.
For example, I have a Guide article titled "PA Checklist." When I receive a ticket with "PA official notice" in the subject, I would expect that the PA Checklist article would be shown when looking at Knowledge. It is not, but will when I search for "PA" in the search field.
What configuration(s) do I need to make (assuming Answer Bot) to make this functionality work. At this time we don't want Answer Bot enabled for end-users in the help center, just the ability for agents to have relevant articles presented.
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