Mark knowledge articles as a favorite and suggest article updates

Agents now have the ability to mark a specific knowledge article as a favorite. This allows for quick searching and filtering on commonly used knowledge articles speeding up productivity. Users also now have a way to quickly and easily suggest updates to knowledge articles. This helps ensure that your knowledge base is always up to date with the latest, correct information.

Image showing how to Identify Favorite Articles and Suggest Enhancements

Identify Favorite Articles and Suggest Enhancements and Updates

The addition of the ability for users to mark knowledge articles as favorites and suggest updates introduces valuable features to enhance the usability and accuracy of the knowledge base.  

By marketing specific knowledge articles as favorites, users gain quick way to retrieve frequently-used or important articles.  It contributes to improved productivity by streamlining the process of finding commonly referenced information.  The ability to mark articles as favorites also facilitates efficient searching and filtering.  Users can quickly locate their preferred and frequently accessed articles, saving time and effort.

The capability to suggest updates to knowledge articles enables a collaborative approach to maintaining and improving the accuracy of the knowledge base.  By allowing users to contribute feedback, the knowledge base can stay up to date with the latest and most correct information.

These features collectively empower users with the tools to customize their knowledge base experience, making it more tailored to their specific needs. The ability to suggest updates not only encourages user engagement but also leverages the collective knowledge of the user base to continuously improve the quality of information available.

Steps to Enable

In order to enable the Favorites functionality in knowledge management, the following profile option must be set to Yes:  CSO_ENABLE_KNOWLEDGE_FAVORITING

To enable this profile option, navigate to Setup and Configuration (FSM):

  • From search - search for Manage Administrator profile options
  • Search for the profile option name: CSO_ENABLE_KNOWLEDGE_FAVORITING
  • Set to Yes
  • Save

For the Suggest Changes functionality in knowledge management - the correct privileges are provided out of box with the standard Service Representative roles.

Access Requirements

To enable the profile option for Knowledge Favorites, you will need administrator permissions to access Setup and Maintenance.