SAP Knowledge Base Article - Public

3247963 - Knowledge Base Automatically Recommending Articles in Customer Hub when Object is Pinned

Symptom

You notice that, when a Registered Product or a Case is pinned in the Objects tab of the Customer Hub, the Knowledge Base section automatically recommend articles.

Environment

SAP Service Cloud Version 2

Reproducing the Issue

  1. Navigate to Agent Desktop work center.
  2. Search for an Account.
  3. Click Confirm.
  4. Select the contact of the account.
  5. Click Confirm.
  6. See the Customer Hub is opened.
  7. Navigate to Objects tab.
  8. Click on the Pin icon, either for an associated Case or Registered Product.
  9. See the Knowledge Base section automatically recommend articles.

Cause

Once an agent pin a Registered Product or Case, the system is designed in a way to automate the search for articles that might help on the issue resolution, and which are related to the objects pinned.

Resolution

This is the system designed behavior.

Keywords

Agent Desktop, Agent, Desktop, Customer Hub, Live Activity, Objects, Registered Product, Case, Cases, Knowledge, Knowledge Base, Pin, Pinned, Automatically, SAP Service Cloud Version 2, Articles, , KBA , CEC-CRM-AD , Agent desktop - live channels , How To

Product

SAP Service Cloud Version 2 all versions