Agent productivity enhancements to knowledge capabilities

Enabled for Public preview Early access General availability
End users, automatically - This feature is released. Feb 3, 2020 This feature is released. Apr 1, 2020

Business value

The ability to quickly find and share knowledge articles is a key asset that agents can use to help customers resolve questions and issues. By referring customers to knowledge articles that address common issues, agents can improve their efficiency and focus on resolving more complex or unique issues.

Feature details

In this release, we're enhancing agent access to and usability of knowledge articles so that agents can:

  • Use an improved layout of knowledge search results to simplify scanning, reading, and action.
  • Review knowledge articles in a separate, full screen.
  • Search the knowledge base outside the context of a customer case. (Knowledge search is now available in the Customer Service Hub app navigation for anytime access.)
  • Use a modern toolbar with more font choices and the ability to cut and paste formatted content from Office documents such as Word and Excel while maintaining formatting. Meanwhile, use the enhanced inline table capabilities that allow quick tables and adding or deleting rows and columns.

We also removed the inline image administrator setting and enabled the inline image feature by default for all organizations.

See also

Knowledge Base Search control (docs)