Enable Agents to Open an Article from Agent Desktop
You can enable the support agents to open articles that users have viewed before submitting their question using the Ask a Question page. You enable agents to open articles in Agent Desktop by adding the answer preview page (okcs_answer_full_preview.php) from the reference implementation to your current instance.
Copy the okcs_answer_full_preview.php file from here:
/cp/core.framework/views/admin/okcs/Place it here:
/cp/customer/development/views/admin/