The knowledge section in the context panel lets agents access your knowledge base and community forums, search for external content, and take actions related to content while working on tickets without leaving the ticket interface.
In the knowledge section of the context panel, you can take the following actions:
- Search for content from your knowledge base, community forums, and external sources to find content relevant to the ticket you’re working on.
- Link to, quote, and pin content from your knowledge base and community forums to the ticket.
- Flag help center articles that contain inconsistencies or mistakes while you're working on a ticket. When an agent flags an article, a ticket is created.
- Create or request articles for knowledge gaps in the help center.
2 Comments
Is there a reason only my team's Admins would be able to use the knowledge section of the context panel? All Agents are seeing "You don't have access". When I look in Admin Center > Workspaces > Context Panel, all checkboxes are clicked for "Knowledge" and I don't know how else to give my Agents access.
Hi Erin Rowan do you have user segments on your articles? If an agent is not part of the user segment applied to your articles, Knowledge will have an error since it wouldn't be able to return anything.
If this is not the case, please contact us via Messaging so we can investigate this further for you :) Thanks!
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