View Recommended Articles in Third Pane

Within the third pane of the Agent Console and Care Console, agents can quickly refer to the articles suggested via AI that match the content and intent of the ongoing conversation between a customer and an agent.

Click the Smart Assist tab within the Case third pane. Click Show All alongside Knowledge Base Articles to view all the recommended articles.

​​

The latest articles with the highest confidence score will be shown which you can click on to read the steps in detail. You can also search for the desired articles using the keywords in the search bar at the top. The search results will include the articles with any of the keywords matching the search phrase. If the search query is included in double quotes, results with an exact match of the search query will be shown.

Additionally, you can filter the articles on the basis of tags, language, categories/subcategories, public/private status and custom fields.

​​

You can pin frequently used filters (standard or custom) in the Knowledge Base tab of the Smart Assist third pane. This feature allows users to quickly access their preferred filters, improving efficiency and streamlining their workflow.

​

​

You can also mark frequently used articles as favorites in Smart Assist. These favorite articles will be prominently displayed in the Knowledge Base tab within the third pane, allowing for quicker access and reducing the time spent searching for commonly used resources.

You will also get an option to copy the link of the article if it is public and send it to customers. Click the Copy Link icon in the top right corner of the article card and paste it into the reply box.

​​

Also, the comprehended text including hyperlinks shown on the article card can be inserted directly into the reply box by clicking the Copy to Response icon in the top right corner of the article card.

​​

In addition, you can quickly provide feedback on each recommended article whether it was helpful or not by clicking the thumbs up and thumbs down icons at the bottom of the article card.

​​

If the suggestion was not helpful, you can select the reason from predefined options and write an additional comment.

Also if the customer sends a new message and AI identifies a new issue raised, a notification will appear within the Knowledge Base tab for new recommendations. The agent can click on this notification message to view the new suggestions of articles corresponding to the new issue.

​

Click the article card to access detailed steps.

When agents attempt to access hyperlinked unpublished external articles or archived articles within Smart Assist, they will be redirected to an "Access Denied" page.

You can choose to open the hyperlinked articles, added via Add via Public Articles option, inline within the tab, rather than opening them in a new tab. It also allows you to navigate backward to the previous article.

You can also conveniently provide feedback on each recommended article from this page. Additionally, you can select the desired text along with hyperlinks from the article and click on Copy to Response in the bottom right corner to copy the text into the reply box.

​

If agents have the Edit permission, they can directly edit the article from the third pane.

Clicking on Edit article at the top will redirect them to the knowledge base builder in a new tab where they can make changes to the article. If they only have the View permission, they can open the article in view-only mode. To enable this capability, please contact Sprinklr Support at tickets@sprinklr.com.

Smart Assist Widget in Care Console

​The Smart Assist widget in Care Console recommends Knowledge Base Articles for agent assistance. Agents can quickly refer to these and solve customers' queries to deliver a consistent and high-quality customer experience. Clicking on a suggestion or Show All at the top opens the recommendations in the third pane.

Knowledge Base Widget on Agent Homepage​

Agents can access articles outside the Care Console from the Agent Homepage using the Knowledge Base Widget without any Case assigned to them. This helps them reflect on their resolution or learn more for future use. It also makes agents more efficient in searching for articles, reducing trial and error when they know the exact knowledge base to use.

​

From the Knowledge Base Widget, agents can search for articles and open them in the Third Pane. Additionally, agents can copy the URL of the published articles and open them separately on their internet browsers. They can mark articles as favorites for quick reference later.

​

They can also apply filters to narrow their search and find relevant articles quickly. Agents can switch to available country variants and translations of available articles, copy the URLs of the articles, and mark them as favorites.

Click the Show All button at the top right of the Widget to open the “Knowledge Base Articles” window from the Third Pane. From this window, agents can apply filters to quickly find the required articles. The articles can be filtered based on language, associated tags, categories, and other parameters.

Clicking an article will open it in the Third Pane. When an article is opened, click the Translate button to show the list of languages in which the article can be translated (translation availability may vary). Clicking the Edit button will open the article editor, where the article can be edited (depending on the permissions).

​