Overview of Configuration

You must enable Knowledge Advanced in Agent Desktop so that agents can use knowledge to resolve incidents. You can enable knowledge in an existing incident workspace, in a copy of an existing workspace, or in a new workspace. You can also configure knowledge in a new chat workspace.

You enable knowledge in incident and chat workspaces by adding the Knowledge button to the workspace toolbar. You will also need to associate agents' profiles and a navigation set to each configured workspace.

You can find more information on creating workspaces, agent profiles, and navigation sets in Using B2C Service.

After you enable knowledge in Agent Desktop, you can configure how your agents can use knowledge in an incident workspace, including restricting access to content by user groups, displaying incident references that an article links to, enabling knowledge search by product and category, limiting locales that agents can access to, opening embedded links within Agent Desktop, and setting the article information.