Knowledge base and Tier 1 sessions
Summary: Wondering about searching Customer Portal vs searching our Knowledge Base report.
Content (required): Good morning. Currently our agents use a knowledge base report to search for articles, on their workspace. We were comparing the results and features of replacing that with a link to our internal customer portal inside of a browser control. We're assuming that accessing the KB articles this way would incur a Tier 1 session. Can anyone confirm this?
Version (include the version you are using, if applicable): 21B
Code Snippet (add any code snippets that support your topic, if applicable):