What solution should a consultant recommend? Universal Containers would like for articles to be suggested to agents based on information they are typing into the case.
A. Enable the Knowledge sidebar setting in the case of support settings B. Create a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout C. Create a Visualforce page called Knowledge sidebar on the case page layout D. Enable the Knowledge sidebar relates list on the case page layout
A consultant should enable the Knowledge sidebar setting in the case of support settings to be able to suggest articles to agents based on information they are tying into the case. The Knowledge sidebar keeps agents connected to your Knowledge base while they’re working in the console.
Agents will be able to suggest articles for case they are viewing, or they can search for more articles. They can use the sidebar to attach an article to (or remove articles from) a case, also to follow and unfollow articles, and search within Knowledge. Hope this helps.