Configuring the knowledge section in the context panel




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Verified AI summary ◀▼
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.






Location: Admin Center > Workspaces > Agent tools > Context
panel


In the knowledge section of the context panel, 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.
Admins can activate the knowledge section in the context panel, set knowledge
sources that are included, and configure default search filters.

This article includes these sections:
Enabling or disabling knowledge in the context panel
Configuring content sources for knowledge in the context panel
Configuring default search filters for knowledge in the context panel




Enabling or disabling knowledge in the context panel

The knowledge section is enabled by default in the context panel.

To enable or disable knowledge in the context panel

In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Context panel. The configuration settings for the context panel
appear.


In the Knowledge section:
Select Turn on Knowledge to turn on Knowledge in the context
panel. When you turn on Knowledge, you can configure which
knowledge sources are searched. See Configuring content sources for knowledge in the context panel.

Deselect Turn on Knowledge to turn off Knowledge in the
context panel. When you turn off Knowledge, the Knowledge icon
( ) is removed from the context panel
and your knowledge sources aren't searched.



Click Save.





Configuring content sources for knowledge in the context panel

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.
To configure content sources



In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Context panel. The configuration settings for the context panel appear.


Ensure Turn on Knowledge is selected.
When Knowledge is turned on, select the content sources you want to include in
Knowledge searches:

Knowledge articles: Articles included in your help
center.

Community posts: Information posted in your help center
community, including
questions, answers, and shared ideas.

External content: 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 federated search is
configured.


If you want to restrict Agents and Admins to only create articles from existing
templates (and not create new blank articles), then Under Configure
knowledge, select the Require articles templates
checkbox.
Note: You must be an Admin to create a template. If no templates
have been created, then this option will not appear in
Knowledge.

If you want to provide AI-generated answers to the searches that agents perform
within the knowledge section of the context panel, select Show a quick answer before search
results.
When you’ve finished selecting content sources, click Save.




Configuring default search filters for knowledge in the context panel

You can configure the default search filters that are available for agents
searching for content in Knowledge in the context panel.
Note: You can also configure default filters for the knowledge section of contextual
workspaces (Enterprise plans). When default filters are configured in
a contextual workspace, those filter settings override default filters
configured in the Context panel.

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.
To configure default search filters



In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Context panel. The configuration settings for the context panel appear.


In the Default filters section, configure the default filters that you
want to use. If you want to:
Remove the selected filters, click X to remove the filters
displayed in the Default filters list.
Add new filters, use the dropdown menu to select the filters that you
want to add. You can click the > 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.



When you’ve finished selecting filters, Save your changes.




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