Option to Display Attached KB Article Body or Link from within HR Case Form

Are you wondering how you can personalize the use of Knowledge Article attachments in your HR cases? This quick hack will show you how to select the option to either provide a link to a Knowledge Article or embed the body of the Knowledge Article, when the Agent selects an Article for attachment from the Agent Assist feature.

Use case: It is a better experience for your organization if employees can view the article body from an HR case record, as opposed to the link, which is default functionality. You want to be able to change how the article will display. Note: this will change the display for the entire table and is not intended to be dynamic, meaning for the same COE you cannot have one case have a link display and the next case have the article body display.

Step 1: Type in 'table configuration' into the filter navigator > filter list based on:

• Active = true
• Title = Related Search Results
• UI type = Workspace

You should see the option to select the various HR case tables:

Step 2: Select an HR case table record (in this example I selected HR Case - sn_hr_core_case) > go to Related Lists > Search Action Configurations tab > adjust Attachment Type to 'Embed article'.

Step 3: Update the record. You should now proceed to testing this out.

This is what the result will look like in HR Agent Workspace:

This is what the result will look like from the ESC view:

Best,

Marcelle