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.

 

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