Search for a knowledge article in Agent Assist or or Recommended Actions - AI Search and then open the article in a sub-tab.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, workspace_admin, admin

Procedure

  1. Open CSM Configurable Workspace.
  2. Open a customer service case.
  3. Perform one of the following:
    • In the Agent Assist panel, select an article from the default search or search for something specific using the search bar.
    • In the Recommended Actions - Search tab, search for the desired article and select the Search source as Knowledge to filter the knowledge articles.

      For more information on how to enable Recommended Actions - AI Search and disable Agent Assist, see Enable Recommended Actions - AI search.

  4. Click the article link to open the article in a new sub-tab of the parent case.