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Adding KB attachments to Incident Responses

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edited Jul 21, 2016 1:39PM in Knowledge Management 6 comments

Content

Hi,

We are trying to figure out a way to utilize the KB to store attachments for easy CSR access. In the current iteration, our agents can use the "Add as Text" function to copy a KB article into a customer response. Is there anyway to set up this same function for attachments? We want agents to have the ability to add KB attachments to a customer response without having to download the attachment from the KB and then re-upload it to the customer thread entry.

Thanks!

Version

February 2015

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