Configure Link Documents to Display in Agent Desktop
When agents click links in the Answer Details page, the application opens the documents in Customer Portal by default. You can configure links to open in Agent Desktop instead using the OKCS_OPEN_LINK_IN_AD setting.
Go to Site Configuration, then Configuration Settings.
Expand the RightNow Common > Oracle Knowledge Cloud Services > General folders to display the knowledge configuration settings.
Set the value of OKCS_OPEN_LINK_IN_AD to
Yes.