Disable Contextual Search in the Agent Browser User Interface
You can configure the Agent Browser UI so that automatic contextual search is disabled, and agents have access only to manual searching when working with incidents. When you disable contextual search, knowledge ignores the contextual information from the incident, such as the subject, product, and category information. Agents must instead enter their search criteria manually using the Search the Knowledge Base tab.
You disable contextual
search by turning off recommended answers in the Agent Browser UI.
The current implementation contains the recommended answers tab by
default. You disable recommended answers using the OKCS_RECOMMENDED_ANSWERs setting. The default value is 1.
Go to Site Configuration, then Configuration Settings.
Expand the folders to display the knowledge configuration settings.
Set the value of OKCS_RECOMMENDED_ANSWERS to 0.
Log in using the profile for the workspace to verify that the recommended answers tab does not display in the knowledge panel.