Remember filters in Knowledge tab in the Context panel
Feature Request Summary:
In Agent Workspace, Context Panel, Knowledge tab, it would be nice to save the filters for when accessing the next ticket in both play mode and manual accessing tickets.
When having multiple Help Centers across multiple brands, including an exclusive internal brand, it would be really helpful for agents to have access in their knowledge search all the time.
It's a waste of time having to set filters everytime entering a new ticket, when all you want is to have content from a specific amount of Help Centers available at all tickets.
Business impact of limitation or missing feature:
The business impact is probably about 10-15 seconds of extra usage on all tickets, increasing AHT since the filters will have to be set every time you enter a new ticket.
The math is pretty simple if you want to calculate the cost of the increased AHT.
Thank you for feedback! We are looking how we can improve default filters experience.
I second this!
The Knowledge Capture App allows this and has more setting customization. Right now search defaults to a brand that we do not use KB articles from and we cannot change the default filters or help center to search from. Because of this, the articles automatically suggested are irrelevant as well. We have reorganized some workflows for the new agent workspace, and if Knowledge in the context panel is going to be replacing the Knowledge Capture App soon that's a real forced loss in productivity.
Would love to see one of the following solutions prioritized:
- A way to set the default help center/brand to search in the knowledge context panel
- A way to restrict which help centers/brands are searched in the knowledge context panel
- Memory of selected filters across tickets, regardless of brand
Following this thread for updates. Would also love to see the features listed above by Ariel
I am happy to inform you that we have recently released settings for default filters in Knowledge. Read more Announcing Knowledge filter settings.
Hey Tetiana Gron
Is the roll put delayed?
We do not have it available on pod 17, but on pod 23 and 29 it is available.
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