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Get knowledge base article previews from global search

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Enabled for Public preview Early access General availability
Users by admins, makers, or analysts - - Oct 1, 2024

Business value

Agents can get knowledge base article previews from global search without having to open the article in the knowledge authoring experience, thereby saving agents time and simplifying the cognitive load on the agents.

Feature details

As an administrator, you'll need to enable this option for your agents from the Customer Service admin center. Agents will then be able to view knowledge base article previews from global search without having to open the knowledge authoring form experience. This saves agents time and provides a simpler and faster experience to read knowledge articles they're looking for, through global search.

Enabling the knowledge base preview feature.

See also

Search the knowledge base in Customer Service workspace (docs)