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

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.