1. Implementing Knowledge Management with the Redwood User Experience
  2. How do I access Knowledge in Service Requests?

How do I access Knowledge in Service Requests?

You must set up Knowledge such that agents can access and view knowledge articles in service requests (SRs). When you enable Knowledge, agents can see recommended articles based on contextual information in the SR, access and update their favorite articles, and search for knowledge articles.

Note: This answer is applicable to Fusion Service Knowledge Management with the Classic User Experience.
Note: The UI limits Knowledge search results in SRs to 30 articles.

To enable Knowledge in Service Requests:

  1. Click Setup and Maintenance in the springboard menu.

  2. Select the Service offering.

  3. Select the Service Request functional area.

  4. Click Manage Service Request Knowledge Profile Options.

  5. Set the SVC_ENABLE_KNOWLEDGE_IN_SR profile value to Yes.