Knowledge Base Widget on Agent Homepage
Updated
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.
Configure Knowledge Base Widget
As an administrator, you can configure the Knowledge Base Widget that agents access from the homepage. You can customize the widget title, select the variant to display, set visibility conditions, and more.
Follow these steps to configure Knowledge Base Widgets on agents' homepage:
Navigate to Persona App Manager.
Click the vertical ellipsis (⋮) button next to the required Persona App and select Edit from the list of options.
Click the Home row to open the Home configurator from the Third Pane.
Click the Customize Home Page button to open the homepage configuration page.
Click the Add Widget button where the Widget is to be placed. This will open the Widget Library pane.
Select Knowledge Base Widget from the list to open the widget configurator.
Fill in the required fields. Fields marked with a red dot are mandatory. Below are the descriptions of the fields on this page:
Title: Enter the title to be displayed at the top of the Widget on the homepage. (Required)
Variant: Choose the Widget variant you want to add. The following options are available: (Required)
Home Page Articles: Shows buttons to navigate to Sprinklr’s Help Center for troubleshooting or assistance.
Article List: Shows a list of articles, in Draft or Approved status, from your Knowledge Base.
Smart Assist Articles List: Provides the same interface as the one available in Smart Assist.
Collapsible: Enable this switch to make the Widget collapsible.
Sort articles by creation time: Enabling the switch will sort the articles based on their creation time in descending order. This ensures that the most recently created articles appear at the top.
Height: Specify the height of the Widget (in rem). It only impacts the Smart Assist Articles List variant.
Visibility Conditions: This option lets you set the conditions under which the widget will be visible. Enable this switch to configure visibility rules. You can control visibility based on the device type, such as Mobile, Desktop, or Tablet, and also apply custom filters as needed.
Click the Save and Publish button to add the Knowledge Base Widget.
Note: While configuring the widgets, you can also use the JSON Editor, which provides additional flexibility for customization. This allows you to define advanced settings and fine-tune the widget configuration beyond the standard options.
This complete the process of configuring the Knowledge Base Widget on the agent's hompeage.
Knowledge Base Widget Variants
There are three types of Knowledge Base Widget variants that you can configure based on your requirements. These variants allow you to decide how the widget will assist agents. You can choose to provide quick access to Sprinklr’s Help Center for troubleshooting and support, display a list of articles for self-reference, or offer an experience similar to Smart Assist, enabling agents to search and access relevant content dynamically.
Home Page Articles Variant
The Home Page Articles variant of Knowledge Base Widget displays buttons that link to Sprinklr’s Help Center for troubleshooting and assistance.
Article List Variant
The Article List variant of Knowledge Base Widget shows a list of existing articles, in Draft or Approved status, from your Knowledge Base.
Agents can browse this widget to find helpful resources (for example, quick tips or FAQs). Articles can be marked as favorites for easy access later.
Third Pane View
Clicking an article opens its Third Pane view, which is identical to the view on the Knowledge Base homepage.
To view articles beyond the default list, click the Show All button to open the full list in the Third Pane. Here, agents can search for specific articles and apply filters based on Article Tags, Country, Language, and other criteria. Additionally, agents can use available Custom Fields to refine their results further.
Additionally, agents can copy the URL of the published articles and open them separately on their internet browsers. They can also mark articles as favorites for quick reference later.
Smart Assist Articles List Variant
The Smart Assist Articles List variant of Knowledge Base Widgets provides the same interface as Smart Assist. By default, no articles are shown, but performing a search displays the article list as it appears in Smart Assist within Care Console.
Third Pane View
Clicking an article opens it in the Third Pane view with Smart Assist options. The following options are available in the Third Pane:
Translate: This option shows the list of languages in which the article can be translated (translation availability may vary).
Edit Article: This option will open the article editor, where the article can be edited.
Note: Agent must have Edit permission under the Knowledge Base module to edit an article.Open in New Tab: This option opens the article in a new browser tab. This ensures that agents can open multiple articles simultaneously, hence improving efficiency.
On the new tab, agents will have the option to select the Country and Translate. If they find an article helpful, they can mark it as a favorite for easy access later. Additionally, agents can copy the URL of the article to share it or reference it in the future.
Note: The ability to open articles in new tab is controlled by Dynamic Properties. To enable this feature in your environment, contact your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.
Copy Article URL: This option allows agents to copy the URL of the article to share it or reference it in the future.
Agents can also apply filters to narrow their search and find relevant articles quickly. They 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.
Country Filter Behavior in Article Search
When a country is matched, either through an auto-filter or manually selected by the agent, that country will appear at the top of the list, regardless of alphabetical order.
All other countries will follow, sorted alphabetically.
If no country is matched or selected, the list will default to alphabetical sorting.
When agents select an article from the search results, related articles are automatically recommended based on the customer’s country. This helps agents quickly access the most relevant information. Agents can override the default country filter by manually changing it, if needed.