Configuring the knowledge section in the context panel

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<p id="docs-ai-summary-content">Enable the knowledge section in the context panel to let agents search your help center for articles, view suggestions, and provide feedback. Configure content sources like knowledge articles, community posts, and external content. Set default search filters to streamline agent searches. These settings enhance your team's ability to find and use relevant information quickly.</p>
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<div class="p">
<div class="note fastpath" id="topic-1__note_qsd_ghd_w1c">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Workspaces &gt; Agent tools &gt; Context
panel</span>
</div>
</div>
<p class="p" dir="ltr">In the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5581313653530" target="_blank">knowledge section of the context panel</a>, your
agents can search for content in your help center that might help your customers solve
issues, view suggestions for articles based on ticket content, or add feedback to flag
existing articles. </p>
<p class="p" dir="ltr">Admins can activate the knowledge section in the context panel, set knowledge
sources that are included, and configure default search filters.</p>
<p class="p"><img class="image" id="topic-1__image_ftz_bxc_4gc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/GenSearch-SearchResult.png" width="350"></p>
<div class="p">This article includes these sections:<ul class="ul" id="topic-1__ul_jdf_fsd_kbc">
<li class="li"><a class="xref" href="#topic_qpq_dqk_qpb">Enabling or disabling knowledge in the context panel</a></li>
<li class="li"><a class="xref" href="#topic_eqk_2cw_fpb">Configuring content sources for knowledge in the context panel</a></li>
<li class="li"><a class="xref" href="#topic_gwh_mr3_k5b">Configuring default search filters for knowledge in the context panel</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_qpq_dqk_qpb">
<h2 class="title topictitle2" id="ariaid-title2">Enabling or disabling knowledge in the context panel</h2>
<div class="body">
<p class="p">The knowledge section is enabled by default in the context panel.</p>
<div class="p">
<strong class="ph b">To enable or disable knowledge in the context panel</strong><ol class="ol" id="topic_qpq_dqk_qpb__ol_vjc_tsk_qpb">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_qpq_dqk_qpb__d9e1178" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Context panel</strong>.</span><p class="p">The configuration settings for the context panel
appear.</p>
<p class="p"><img class="image" id="topic_qpq_dqk_qpb__image_yng_1rl_qpb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cross-prod-turn-on-knowledge.png" width="350"></p>
</li>
<li class="li">In the <strong class="ph b">Knowledge</strong> section:<ul class="ul" id="topic_qpq_dqk_qpb__ul_lcy_xfl_qpb">
<li class="li">Select <strong class="ph b">Turn on Knowledge</strong> to turn on Knowledge in the context
panel. <p class="p">When you turn on Knowledge, you can configure which
knowledge sources are searched. See <a class="xref" href="#topic_eqk_2cw_fpb">Configuring content sources for knowledge in the context panel</a>.</p>
</li>
<li class="li">Deselect <strong class="ph b">Turn on Knowledge</strong> to turn off Knowledge in the
context panel. <p class="p">When you turn off Knowledge, the Knowledge icon
(<img class="image" id="topic_qpq_dqk_qpb__image_cvh_srz_n4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_omnipanel_knowledge.png">) is removed from the context panel
and your knowledge sources aren't searched.</p>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_eqk_2cw_fpb">
<h2 class="title topictitle2" id="ariaid-title3">Configuring content sources for knowledge in the context panel</h2>
<div class="body">
<p class="p">You can configure which content sources are searched to determine the answers that
appear in the context panel and you can specify whether agents can use existing
templates to create articles.</p>
<p class="p"><strong class="ph b">To configure content sources</strong>
</p>
<ol class="ol" id="topic_eqk_2cw_fpb__ol_xpc_3cw_fpb">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_eqk_2cw_fpb__d9e1178" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Context panel</strong>.</span><p class="p">The configuration settings for the context panel appear.</p>
<p class="p"><img class="image" id="topic_eqk_2cw_fpb__image_d2b_5yd_55b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cross-prod-know-context-pnl.png" width="600"></p>
</li>
<li class="li">Ensure <strong class="ph b">Turn on Knowledge</strong> is selected.</li>
<li class="li">When Knowledge is turned on, select the content sources you want to include in
Knowledge searches:<ul class="ul" id="topic_eqk_2cw_fpb__ul_jn5_54k_qpb">
<li class="li" dir="ltr">
<strong class="ph b">Knowledge articles</strong>: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839258778" target="_blank">Articles</a> included in your help
center. </li>
<li class="li" dir="ltr">
<strong class="ph b">Community posts</strong>: Information posted in your help center
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882689306" target="_blank">community</a>, including
questions, answers, and shared ideas.</li>
<li class="li">
<strong class="ph b">External content</strong>: Content that is external to your help center,
but that can be configured to appear in your help center's search
results. This option appears only if <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4593564000410" target="_blank">federated search is
configured</a>.</li>
</ul>
</li>
<li class="li">If you want to restrict Agents and Admins to only create articles from existing
templates (and not create new blank articles), then <strong class="ph b">Under Configure
knowledge</strong>, select the <strong class="ph b">Require articles templates</strong>
checkbox.<div class="note">
<span class="notetitle">Note:</span> You must be an Admin to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828223898" target="_blank">create a template</a>. If no templates
have been created, then this option will not appear in
Knowledge.</div>
</li>
<li class="li">If you want to provide AI-generated answers to the searches that agents perform
within the knowledge section of the context panel, select <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8079579364250" target="_blank">Show a quick answer before search
results</a>.</li>
<li class="li">When you’ve finished selecting content sources, click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_gwh_mr3_k5b">
<h2 class="title topictitle2" id="ariaid-title4">Configuring default search filters for knowledge in the context panel</h2>
<div class="body">
<div class="p" dir="ltr">You can configure the default search filters that are available for agents
searching for content in Knowledge in the context panel.<div class="note" id="topic_gwh_mr3_k5b__note_zrg_fhb_yyb">
<span class="notetitle">Note:</span> You can also configure default filters for the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833498906" target="_blank">knowledge section of contextual
workspaces</a> (Enterprise plans). When default filters are configured in
a contextual workspace, those filter settings override default filters
configured in the Context panel.</div>
</div>
<p class="p" dir="ltr">Default search filters are automatically applied to agent search queries
unless they are manually changed or removed by agents. Configuring the filters that
agents use the most reduces the time they spend customizing default search filters
before searching for content. </p>
<p class="p"><strong class="ph b">To configure default search filters</strong>
</p>
<ol class="ol" id="topic_gwh_mr3_k5b__ol_hwh_mr3_k5b">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_gwh_mr3_k5b__d9e1178" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Context panel</strong>.</span><p class="p">The configuration settings for the context panel appear.</p>
<p class="p"><img class="image" id="topic_gwh_mr3_k5b__image_ug4_xv5_t5b" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/guide-ContextPanelSearch-default-filters.png" width="500"></p>
</li>
<li class="li">In the <strong class="ph b">Default filters</strong> section, configure the default filters that you
want to use. If you want to:<ul class="ul" id="topic_gwh_mr3_k5b__ul_qlc_cs3_k5b">
<li class="li">Remove the selected filters, click <strong class="ph b">X</strong> to remove the filters
displayed in the Default filters list.</li>
<li class="li">Add new filters, use the dropdown menu to select the filters that you
want to add. You can click the <strong class="ph b">&gt;</strong> icon to display the filters
grouped under a filter type (for example, Brand or Language). Select up
to five filters within each filter type that you want to use as default
search filters. <p class="p"><img class="image" id="topic_gwh_mr3_k5b__image_t4b_hw5_t5b" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/guide-context-panel-filter-ddown.png" width="500"></p>
</li>
</ul>
</li>
<li class="li">When you’ve finished selecting filters, <strong class="ph b">Save</strong> your changes.</li>
</ol>
</div>
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