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Search Knowledge Base in BUI

Received Response
edited Jun 8, 2022 11:32AM in General Technical Discussions 6 comments


As per the documentation "Click the Search the Knowledge Base magnifying glass icon to the right of the incident workspace. By default, the answers that display are filtered by the incident subject, product, and category."  

Can I change that default behavior?  I have already copied the OOB report #125 and updated the BUI workspace to use the new report.  But I do not see any option to change this default behavior of auto-populating the search filters. 99% of the time the subject line is not what is in our knowledge base so it will require agents to remove the phrase and the product and the category and do another KB search.

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