TL:DR - Add a "Link article (internal)" link to Knowledge Capture that inserts and saves an internal note with the article link without interrupting the agent workflow.
We use Guide and Knowledge Capture as an internal knowledge base, and are not getting a lot of information about actual usage. To link an article internally, you have to:
- Switch to "Internal Note"
- Click "Link article"
- Change save behavior to "Stay on ticket"
- Save ticket
- Change save behavior back to "Next ticket in view"
That disrupts the workflow (especially in PLAY mode) enough that our agents just aren't bothering to link articles, so our reporting is rather useless.
The idea would be to add a "PLAY mode"-compatible feature where Knowledge Capture always has a "Link article (internal)" button that associates the article with the ticket without interrupting the normal workflow. Clicking the link should create the link to the article and auto-save, keeping the agent on the same ticket.