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Idea

    Ability to customize Knowledge toolbar on Agent desktop
    Idea posted August 10, 2018 by Phani PRegular, tagged Knowledge Advanced 
    59 Views
    Title:
    Ability to customize Knowledge toolbar on Agent desktop
    User Story / Description:

    as an agent or administrator, having an ability to customize knowledge toolbar (KA) in agent desktop to include additional views or tabs with custom queries or reports would be helpful to look up content easily. currently, recommended answers requires agents to intelligently search or refine the search by typing various keywords or phrases to get to an answer they are looking for which is inefficient and adds effort and handling time so if we can configure it based on each organizations unique requirements makes it easy to present content to agents.

    we should be able to tie the custom views either to their profiles or groups so that agent working in different departments would only see views/tabs appropriate to them.