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Preventing agents from using the Search Knowledgebase functionality
Answer ID 11795   |   Last Review Date 12/21/2020

Can I remove the Search Kknowledgebase option for Incident and Chat Sidebar workspaces?

Environment:

Browser UI, .NET Agent Desktop, Workspaces

Resolution:

This answer provides details for adjusting the Search Knowledgebase access for chat and incident workspace. 

Incident Workspace:

Make a copy of the standard incident workspace so you can then edit it. 

  • Clicking the Messages tab so the ribbon will then show options for that section. 
  • In the ribbon, click Permissions and then toggle "Allow using Search Knowledgebase" off or on.
  • Save your changes and update the profile you wish to use for this workspace.

Chat Workspace:

For .NET Agent Desktop users, the edit is done on the Chat Sessions workspace. For Browser UI (BUI) agents this is done on the Chat Sidebar workspace.

You'll make a copy of the corresponding standard workspace so you can edit it. Then make this edit: 

  • Click in the bottom section where it says Compose, so the ribbon will then show options for that section. 
  • In the ribbon, click Display Options button and then you can toggle Search Knowledgebase off and on. 
  • Save your changes and update the profile you wish to use for this workspace.

* Note: For BUI, this is not yet an option to remove access to Search Knowledgebase