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Knowledge base and Tier 1 sessions

Accepted answer
edited Jun 8, 2022 8:37AM in Agent Desktop 2 comments

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):

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