3747670 - How to Integrate and Use a Knowledge Base in the Agent Console (Agent Desktop Side-by-Side mode)

• Knowledge Base Integration in Agent Desktop (Mashup and Basic Setup)
• How to Enable Knowledge Base in Agent Console (Agent Desktop)
• Setting Up Knowledge Base Access in Agent Desktop

• SAP Cloud for Customer
• SAP Service Cloud
• Agent Console Add-On for SAP Service Cloud

• Knowledge base integration is not configured.
• Mashup or provider setup is missing or incomplete.
• Knowledge base provider is not connected to the Agent Desktop.

• Administrators can integrate a knowledge base into the Agent Desktop so agents can:
  • Search for articles
  • Preview content
  • Share article links with customers
• The knowledge base can appear:
  • As a side panel, or
  • As a tab in the center screen
• There are two integration options:
  • Option 1: Mashup Integration (Recommended). Use this option to connect any external knowledge base that provides a widget.
    1. Get the widget URL from your knowledge base provider.
    2. Go to: Administrator → Mashup Authoring
    3. Create a New HTML Mashup
    4. Select:
       1. Port Binding Type: With Port Binding
       2. Binding: Add-On Information
    5. Enter the widget URL and choose Extract Parameters
    6. Preview and adjust height if needed
    7. Save and Activate the mashup
    8. Wait ~30 minutes (for system sync)
    9. Add Mashup to Agent Desktop:
       1. Go to: Administrator → Service and Social → Configure Agent Desktop
       2. Choose placement:
          • agentOptionSpaceSBS (side panel), or
          • customerHubSBS (center tab)
       3. Create a new tab
       4. Add the mashup to the tab
       5. Log out and log in again
  • Option 2: Basic Integration (Limited)
    • Only available for NICE CXone Expert (MindTouch)
    • Uses built-in functionality
    • Limitations:
      • Single user access (admin only)
      • No language selection
    • Features include:
      • Article search
      • Recommended articles
      • Trending articles
      • Copy article URL
      • Send article via email
• Configure Knowledge Base Provider (for Native Widget)
  1. Go to: Administrator → Agent Desktop Administration → Communication Configuration
  2. Select provider:
     • NICE CXone Expert (MindTouch), or
     • Generic provider
  3. Maintain (refer to Knowledge Base Integration with Native Widget) 
     • Search API path
     • Trending API path
  4. Activate the configuration
• The system uses REST GET APIs to fetch articles and trending content
• Additional Information
  • Mashup integration supports most external vendors
  • Native widget integration is limited to supported providers
  • Agents can copy article URLs and include them in responses

• SAP Help Documentation on Knowledge Base.
• KBA 3464179 - Knowledge Base Widget is not Working in Agent Desktop (Add-on)

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