Idea ID: 1650478

Email Knowledge Article

Status : Declined
over 3 years ago

Brief Description
Ability to send the knowledge articles as Email Body after searching the knowledge article. This would be mainly used by Service Desk agents while answering the phone calls of end users.

Benefits / Value :
Ability to email the knowledge article to those end users who cannot access HP SM ess portal for knowledge search( for customer who doesnt have ess knowledge licenses this is very handy ). This would tremendously help Service Desk agents or any analysts to reduce the time to repeat / hand hold the customers to do some specific tasks .
Ideally the email should go out of HP Service Manager or it should get integrated with the Outlook client ( outlook client would be challenging if the customer is using office 360 on web )

Design details:
Default Display option / Action on the published knowledge article. Attaching some screenshots.