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internal help center for agents

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edited Feb 12, 2018 1:02PM in Knowledge Management 7 comments

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Hi, 

I am interested to know what other users of Oracle RN use for an internal Help Center for the agents. 

Internal Help Center- a place to read policies and procedures easily according to categories.
I have a knowledge base of answers and I have set the access level to the agents only, however I feel that the OOTB feature for answers is not user-friendly for the agents and the information that they require is hard to find.

I am currently using guided assistance which works OK on the agent desktop but we are moving to the browser UI and there I cannot access it. Can someone please explain how I can add the guided assistance to the incident work space on browser UI?

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