Enhancements to the Knowledge User Experience in Help Desk

The My Knowledge page in the Redwood UI now allows agents to mark a knowledge article as a favorite and allows users to leave suggestions on knowledge articles. Type-ahead is also available when searching for an article.

• Help Desk agents can filter on Favorite Knowledge Articles to easily and quickly identify an article that they may wish to include in a response to the employee.
• The suggestions action allows the help desk agent to identify where knowledge could be improved by the author if additional details or clarifications are needed to enhance understanding.
• Type-ahead suggestions allow for quicker access when searching for knowledge within the Help Desk.

Steps to enable and configure

You don't need to do anything to enable this feature.

Tips and considerations

• Suggestions made by users can only be seen by the knowledge author and will appear as a task.
• Only agents can mark an article as a favorite at this time.

Key resources

A demo of this feature will be available on Oracle Video Hub after it is made generally available.

Access requirements

No new permissions are required.