Add the Knowledge Button to the Incident Workspace

As an administrator, you can add the Knowledge button to a workspace toolbar to enable agents to access the knowledge in Agent Desktop. Agents can then click the Knowledge button on the workspace toolbar to use knowledge. You use the same process for both incident and chat workspaces.

1. Open a workspace.

2. In the main menu Home tab, click the Ribbon button to see the Ribbon Designer window.

3. In the Ribbon Preview section, click any button in the button group where you want to add the new Knowledge button.

   The Editing Group title bar shows the path of the button group, and the pane lists the buttons in that group.

4. In the Editing pane toolbar, click Add Buttons.

5. In the Add or Remove Buttons dialog box, check the Knowledge check box and click OK to close the Ribbon Designer window.

6. Log in using the profile for the workspace to verify that the Knowledge button was added.