Hi Jill. Take a look at knowledge portal. It's "normally" intended for your website customers but there's no reason it can't be hosted on a compatible intranet type system and potentially even then added as a custom app into your agent UI. Knowledge Workbench KBs can be used in a number of ways - agent assist/copilot, knowledge app, knowledge portal, bots.
https://help.mypurecloud.com/articles/knowledge-portal-overview/
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Vaun McCarthy
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Original Message:
Sent: 08-15-2024 17:44
From: Jill Thompson
Subject: Knowledge Workbench
Working to impliment Knowledge Workbench for our Contact Center agents in "My Organization". A few outstanding questions I have are if agents are able to access articles only while they are on a call/interaction? If that is the case, I believe that they could be given permissions to have access when not on a call/interaction, but that would also give them the access to edit articles? My next question is in regards to exporting articles to SharePoint and if anyone does this? Thank you.
#Implementation
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Jill Thompson
Simmons Bank
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