Feature Request Summary:
In the Knowledge section of Agent Workspace, we should be able to customize the appearance of articles that display to match how they display in the Help Center.
Description/Use Cases:
Agent views article in Knowledge section of Agent Workspace and sees it was edited on a certain date, but when agent goes to Help Center view the page indicates a different date (i.e., article page has been customized with different date: creation date vs. updated date vs. edited date).
Agent views article in Knowledge section in Agent Workspace and sees the author of the article but then goes to the Help Center view and does not see the author listed (i.e., article page has been customized to not show author).
Agent views article in Knowledge section in Agent Workspace and sees reference to an attachment to the article, but does not see the attachment in Agent Workspace; when agent goes to Help Center view, the attachment shows up (i.e., article page shows attachments, article preview in Agent Workspace does not).
Business impact of limitation or missing feature:
This presents a discrepancy between the agent experience and end-user experience. Specifically, the author and attachment issue can present issues for agents.
The author may no longer be with the company or may be a person that moved onto another role. So the author may get contacted by the agent for an article they no longer own.
The attachment piece is especially problematic since there are scenarios when the agent would have no idea an attachment is present in the article without going to the portal view, which should not be the expectation for an agent.