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Using BUI how do I remove default settings for Best Answer when responding to an Incident

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edited Apr 6, 2021 2:00PM in Agent Desktop 1 comment

Summary

How do I remove the re-selected default settings?

Content

Hi, I'm using BUI, when I'm responding to an Incident and select the hourglass for the knowledgebase window to open, it has default settings, which are pre-selected according to the subject, product, and category. How do I remove the default settings, because it is not always correct once you review the incident. The default settings are:  Product Hierarchy,  Category Hierarchy,  Access Level and Phrases.

Version

Oracle Service Cloud 20B (Build 266) Browser UI Version : 3.21.03.23-b0010
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