How do I set-up "Knowledge" in Agent Workspace? | Community
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How do I set-up "Knowledge" in Agent Workspace?

  • May 19, 2022
  • 5 replies
  • 0 views
Budke,

I can't find an article that helps.  If I understand how the knowledge function is supposed to work in Agent Workspace (perhaps I don't), when I click on the knowledge sidebar icon it should search the subject and description and return relevant articles. But, it doesn't - it returns completely unrelated subjects.  

For example, I have a Guide article titled "PA Checklist."  When I receive a ticket with "PA official notice" in the subject, I would expect that the PA Checklist article would be shown when looking at Knowledge.  It is not, but will when I search for "PA" in the search field.

What configuration(s) do I need to make (assuming Answer Bot) to make this functionality work. At this time we don't want Answer Bot enabled for end-users in the help center, just the ability for agents to have relevant articles presented.

 

      5 replies

      S
      • Shayan11
      • May 19, 2022

      You have to mainly assign labels to the articles as knowledge uses those labels for recommendation. 
      However this feature still doesn't seem all that thought out, as for example knowledge will fail to work in most Messaging Tickets. (the recommender seems unable to properly read the messaging conversation).

      Budke,
      • Budke,
      • Author
      • May 19, 2022

      Thank you.  I do have labels assigned.  I don't have Answer Bot enabled - although I did so when troubleshooting but there was no difference.  I'll put in a ticket w/support unless any other folks have some guidance.

        B
        • Ben78
        • May 19, 2022

        Hi John! Can I ask what channels you have enabled for your customers to contact you? You are correct that the Answer Bot API is used for the initial suggestions, but enabling Answer Bot doesn't necessarily mean you have to have it customer facing.

        I say this knowing that enabling Answer Bot just for this functionality might not be something you're into, but just trying to get more of a sense of the use case.

        Budke,
        • Budke,
        • Author
        • May 19, 2022

        Hi Ben:

        We are using only webform, email and the Outlook API channels.  I probably am not setting Answer Bot up correctly.  The use case is for agents to get knowledge suggestions based on the subject line of the ticket without Answer Bot being used otherwise.

        I'm sure it 100% me, not the platform - some things are just over my head!!

         

        Brett13
        • Brett13
        • Community Manager
        • May 24, 2022
        Hey John,
         
        This sounds like we may need to escalate this to our Customer Care team to have them take a look at your account. I'm going to create a ticket on your behalf so they can follow up with you to help resolve this issue.
         
        Thanks for taking the time to bring this to our attention!
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