Knowledge Advanced in Agent Desktop

Customer support agents can use Knowledge Advanced to find answers to customers’ questions, retrieve recommended answers, add bookmarks to frequently-used answers, recommend additional information to articles, and access related articles.

In Agent Desktop agents can access Knowledge Advanced in one of the following ways.

• A UI toolbar button added to the agents’ profile by an administrator

• The Knowledge window, which agents can add by themselves

This topic explains how agents can add the Knowledge window to their Agent Desktop UI.