Ability to copy Anchor/Jump links in the Knowledge Capture Tool
Knowledge base articles can use anchor/jump links to help expedite user navigation throughout articles: from a table of contents to a specific set of sub steps etc.
The Knowledge Capture tool cannot link to sections within an article within a ticket.
This reduces some of the knowledge capture's time savings as it often requires that a user open the full article in order to gather a URL to the specific section of a guide they ned to link.
It would be great to see the ability to copy/insert a anchor link to specific article sections from the knowledge capture app.
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+1
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Any solution for this ?
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Hi Abdul -
No solution has been developed around this request yet.
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Hi nicole , I am stuck with the base article which cannot anchor/jump links to user navigation throughout articles: from a table of contents to a specific set of sub steps etc. Can you please help me out ?
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Hi Abdul,
I do not have any suggestions. You could post your question to the Guide Q&A topic to see if any other users might be able to offer up some code suggestions.
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We have headers in our articles that will help you jump to a section within an article. This works when you open the article however when you load the article in the KCapp, if you try to click the links, it doesn't do anything.
Our workaround is to open the article if you need to jump lower in the article
These "bookmarks" are meant to add convenience for Agents but instead, it is adding frustration as they take the time to make the bookmarks but they do not work unless you open the article.
Will the update on the KCapp include this functionality?
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Hello! Looking for a solution to this as well. We need to create a very large article with multiple levels of content within the single article. While advanced HTML works well in Guide directly, it doesn't translate to Knowledge Capture - even at the basic level of anchor links. We have tried both with and without 'unsafe HTML' activated. Because of this challenge, we will require our Agents to break out of Knowledge Capture and go to Guide directly, which goes against how we are trying to streamline the Agent workflow.
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Just transitioned our team to using the Knowledge App for both internal and external articles and the overwhelming feedback we received at the end of the training was the ability to copy directly to a section of an article. The workaround, of course, is to open the article in a browser but not extremely efficient and renders the app less desirable for some due to this limitation.
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Hi everyone,
We recommend using Knowledge in the Agent Workspace. You can navigate to an article section and link a particular section of the article to the ticket. Read more About Knowledge in the Agent Workspace and Linking quoting and pinning content to tickets.
Check out examples below.
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