Vlocity Facts By Gowtham

When customers raise cases via a portal, Knowledge Articles help provide quick, relevant solutions. By suggesting articles related to the issue, customers can often resolve problems themselves. This improves self-service, reduces support load, and enhances overall efficiency. Knowledge Articles also ensure consistent and accurate solutions. Continuous updates keep the knowledge base relevant and helpful. Refer this link for setting up the Knowledge Article in OmniScript :  Omniscript to Display Knowledge Article Once you have successfully configured the Knowledge Articles in OmniScript, follow the steps below to fully implement the business use case. 1. In Omniscript navigate to the step and configure the fields according to your requirement. 2. Navigate to the knowledge options properties of the step element. 3. Copy the 'Subject' Element name and paste it in the "Keywords'. 4. If Customer/User was not satisficed with the knowledge article ask them to create the case ...

In the previous post we have seen how to launch Knowledge article from Omniscript. 3 ways to launch the Articles in omniscript. Eye icon - if we click on "Eye icon"  it will display those details in omniscript step. To open in modal dialog click the "Arrow icon" If you click on title link of the knowledge article it should navigate to knowledge article record. But currently in this release it is not working as expected. Salesforce team was looking into that issue in the mean we can have a work around to navigate to knowledge article record. The product team of salesforce has logged a bug on the issue which have been reported. Please find the known issue article attached below. Link: https://issues.salesforce.com/issue/a028c000010FqVf/ 1. Workaround for Navigating to Knowledge Article: 1. Create a custom formula button with data type as text in knowledge__Kav object. 2. In that custom formula field use this formula with alternative text. HYPERLINK("/" &...