View recently accessed knowledge articles for cases
Important
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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Apr 1, 2024 |
Business value
Agents can access recently viewed knowledge articles so that they can directly review and use them across similar cases without searching for the keyword again. Agents using keyword search for knowledge articles in assisted support will have higher productivity.
Feature details
With this feature, knowledge search will show the recently accessed results for keyword searches made by agents. Currently, when an agent types a keyword, the search bar automatically starts displaying the nearest results to refer for cases. Now, agents will have the ability to find the most recently viewed articles across different cases without initiating any search.
This feature must be enabled by administrators for agents.
