Knowledge Management Tab Updates

You can now use the Knowledge Management tab to mark articles as favorites. You can mark an article as a favorite from the search results on the Knowledge Management tab or from within an article. Once an articles is specified as a favorite, you can use the Favorites filter to quickly narrow your search results to display only your favorite articles. Additionally, the Knowledge tab now displays the most recently updated articles by default, with the most recently updated articles at the top.

Agents know immediately when accessing the Knowledge Management tab which articles were recently updated. This creates a fast path for information sharing across the organization.

Steps to Enable

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

Key Resources

• For more information about the Knowledge Management tab, see "Using Knowledge Management" in the Oracle Customer Experience for Utilities Agent Service User Guide.