SAP Knowledge Base Article - Public

3247937 - Knowledge Base Articles Displayed in Customer Hub Automatically


You notice that, even though users do not search for Knowledge Base Articles or pin any objects, some articles are displayed in the Knowledge Base section in the Customer Hub.

Reproducing the Issue

  1. Navigate to the Agent Desktop work center.
  2. Search for an Account, Contact or Individual Customer.
  3. Click Confirm.
  4. Select the contact of the account.
  5. Click Confirm.
  6. See the Customer Hub is opened
  7. See the Knowledge Base section display some articles already.


By standard, if the users do not search for any specific article or pin an object, the Knowledge Base will show the Trending Articles to the agents, which represent a collection of the top articles searched by the agents in the system.


This is the system designed behavior.


Agent, Desktop, Agent Desktop, Customer Hub, Knowledge Base, Article, Trending, Trending Articles, Articles, Account, Contact, Individual Customer, Live Activity, SAP Service Cloud Version 2, , KBA , CEC-CRM-AD , Agent desktop - live channels , How To


SAP Service Cloud Version 2 all versions