Expand or collapse all sections in a knowledge article

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

Business value

When the header of the agent preview form includes the option to expand all or collapse all sections, agents can quickly access the information they need. This option streamlines their workflow and increases productivity.

Feature details

As a customer service agent, you can search for and preview a knowledge article in the search results. If an article contains long text and multiple sections, it can be difficult to navigate and requires continuous scrolling. With this feature, agents don't need to expand each section individually when they view a knowledge article. They can expand or collapse all sections at once and view the entire content of the knowledge article.

Additional resources

Search knowledge articles (docs)