0
16.0.2
Brazil, Australia, Zurich Patch 7, Zurich Patch 5, Zurich Patch 2, Zurich, Yokohama Patch 11, Yokohama Patch 8, Yokohama
Content
This application provides guidances that are common across multiple domains and can be leveraged by any business application using Recommended Actions and Guided Decisions. For example, the Attach Article guidance can be used by ITSM, CSM, and HR agents.
- Enhanced experience for Attach Article Guidance, which includes the ability to view the complete knowledge article in the workspace contextual side panel.
- Additional actions that agents can perform on Knowledge Base articles, for example: Mark as Helpful, as part of the enhanced experience.
New:
- Recommended actions now support new guidances, 'Attach Knowledge' and 'Relevant Case' for AI Search results that surface on the CRM workspace.
Not applicable for this application version.
- Guided Decisions - This Guidance application will be installed with this application if not previously installed.