Expand or collapse all sections in a knowledge article

Enabled for	Public preview	Early access	General availability
Users, automatically	-	-	Apr 1, 2024

Business value

The option to expand all or collapse all will be available in the header of the agent preview form so that agents can quickly access the information they need, streamline their workflow, and increase productivity.

Feature details

As a customer service agent, you can search and preview a knowledge article under the search results. If an article has long-running text and multiple sections within the content, it can be difficult to navigate and requires continuous scrolling. With this feature, agents won't need to individually expand each section while viewing a knowledge article. They can expand or collapse all the sections at one time and view the entire content of the knowledge article.

See also

Search knowledge articles (docs)