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Preventing agents from using the Search Knowledgebase functionality
Answer ID 11795 |
Last Review Date 08/23/2023
Can I remove the Search Knowledgebase option for Incident and Chat workspaces?
Environment:
Browser UI, .NET Agent Desktop, Workspaces
Resolution:
This answer provides steps for adjusting the Search Knowledgebase access in chat and incident workspaces.
Incident Workspace:
In your custom incident workspace:
- Click the Messages (.Net) or Communication History (BUI) tab. The ribbon will dynamically change to show options for that section.
- In the ribbon, click Design > Permissions.
- Toggle "Allow using Search Knowledgebase" off or on.
- Save your changes.
Chat Sessions Workspace:
In your custom chat workspace:
- Click in the Compose section. The ribbon will dynamically change to show options for that section.
- In the ribbon, click Design > Display Options button
- Toggle Search Knowledgebase off or on.
- Save your changes.