Share knowledge in a Connect Support conversation

The support view of the Connect workspace has a built-in knowledge tool that makes it easy to search for knowledge articles and share them in a conversation.

Before you begin

Role required: none

About this task

Use the knowledge tool to research user questions and provide solutions quickly and easily.

Procedure

  1. Open a support conversation in the Connect workspace.
    The knowledge tool is not available in Connect mini windows.
  2. In the conversation tools area to the right of the conversation pane, click the knowledge base tab, which is represented by an open book icon.
    The knowledge base tab is represented by an open book icon
    The knowledge homepage appears in the conversation tools pane.
    The knowledge base
  3. Search for articles related to the user's issue.
    For more information about finding knowledge, see Knowledge search.
  4. To share an article in the conversation, drag a knowledge article link to the conversation pane and drop it anywhere in the drop zone that appears.