Send an Article Link to a Chat User

You can send links to knowledge articles directly to chat users to provide them with quick, consistent and high-quality answers to their questions.

When you are working in an SR while chatting in Live Window, you can use the send link chat action to send an article link to an end user to help answer their question. When you send a link from the SR, the link information displays in chat, and the customer can paste the link into a browser address field to open the article in the Digital Customer Service application. Your administrator needs to have Knowledge set up to work with DCS before you can use this feature.