Idea ID: 2760806

Display KM articles on the operator console according the requester

Status : Waiting for Votes
Waiting for Votes
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over 1 year ago

Several customers would like to display on the Operator console, KM articles relevant for the requester in addition to the actual Data segmentation capacity. 

For instance, the requester is in Company A so only KM relative to Company A will be display  on the request or incident record. This feature is only available on the self service portal

As the operator is Level 1, the data segmentation L1 can be added in the relevant document. 

This feature is very important for ESM like RH use cases and also for MSP as the FAQ or process can be different according the company or the business unit of the requester. We need at least add a filter capacity or a flag to indicate if the article is relevant or not.




  • Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be further reviewed by the product team.

  • This enhancement will help the support by lowering the number of articles show and will avoid errors in the selection of the right answer.

    In our environment, HR has many "almost" similar articles because we have many society with minor change on some topics (Holidays, prime, working hours,...).

    By now, all articles show up if we use a common words like Holidays or Working hours. And the support operator needs to open each of them until find the right one.