Agents can access articles outside the Care Console from the Agent Homepage using the Knowledge Base Widget without any Case assigned to them. This helps them reflect on their resolution or learn more for future use. It also makes agents more efficient in searching for articles, reducing trial and error when they know the exact knowledge base to use.

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From the Knowledge Base Widget, agents can search for articles and open them in the Third Pane. Additionally, agents can copy the URL of the published articles and open them separately on their internet browsers. They can mark articles as favorites for quick reference later.

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They can also apply filters to narrow their search and find relevant articles quickly. Agents can switch to available country variants and translations of available articles, copy the URLs of the articles, and mark them as favorites.

Click the Show All button at the top right of the Widget to open the “Knowledge Base Articles” window from the Third Pane. From this window, agents can apply filters to quickly find the required articles. The articles can be filtered based on language, associated tags, categories, and other parameters.

Clicking an article will open it in the Third Pane. When an article is opened, click the Translate button to show the list of languages in which the article can be translated (translation availability may vary). Clicking the Edit button will open the article editor, where the article can be edited.

When an article is opened from the Third Pane using the Knowledge Base Widget, click the Open in new tab button to open the article in a new browser tab. This ensures that agents can open multiple articles simultaneously, hence improving efficiency.

On the new tab, you will have the option to select the Country and Translate. If you find an article helpful, you can mark it as a favorite for easy access later. Additionally, you can copy the URL of the article to share it or reference it in the future.

Automatically Apply Filter on Smart Assist

System administrators can configure agents’ preferred Knowledge Base filters, such as language and country, within Smart Assist. With this functionality, article filtering is automatically applied based on user-level or case-level Custom Field values. Agents can override these automatically applied filters by manually selecting filters as needed, ensuring quick access to the most relevant information for each situation.

Follow these steps to configure automatic article filtering:

1. Navigate to the Persona App Manager.

2. Click the the vertical ellipsis (⋮) corresponding to the required Persona App and select Edit. If Persona App doesn't already exist, create a new one.

   

3. Click the Settings button at the top of the page to open Settings pane from the Third Pane.

   

4. Click Add Configuration at the bottom of the Third Pane and select Knowledge Base from the list. The Knowledge Base option will appear in the Third Pane.

   

5. Click the Knowledge Base option to show the Default Filtering in Smart Assist Widget sub-section.

   Below are the available options under this sub-section:

   1. Disable: Select this option to disable any application of default filters in the Smart Assist Widget.

   2. Set Smart Assist language filter to the user’s language: Select this option to automatically apply the customer’s language as a filter in the Smart Assist Widget.

   3. Filter based on custom fields: Select this option to automatically apply filters in the Smart Assist Widget based on Customer or Case-level detail.

      

      Use this option to set standard filters that automatically pull values based on customer or Case-level details and apply those filters using the retrieved information. You can also choose to apply existing Custom Fields as a filter using the retrieved information.

      Below are the Standard Fields available for selection:

      1. Article Tags

      2. Language

      3. Category

      4. Public

      5. Favourite

      6. Country.

6. Click Update to save your configuration.