The Salesforce Service Console is an amazing piece of technology. It has many, many features that can make agents extremely productive and able to work very efficiently on a single screen. Giving agents the ability to use Knowledge Articles as chat answers in Live Agent can add to their efficiency.
The purpose of this article is to show how to set up Knowledge to work with Live Agent in the Service Cloud. It is not a step-by-step guide on how to configure Live Agent, Knowledge, or the Service Cloud console from scratch. For a deeper dive into LIve Agent or more general background on it, see the Help Page for Setting Up Live Agent, the Live Agent Developer’s Guide, and the section on Live Agent in the Service Cloud Workbook. For more on Knowledge see the Help Page for Setting Up Salesforce Knowledge, the Knowledge Implementation Guide, and the section on Salesforce Knowledge in the Service Cloud Workbook.
Service Cloud console settings
Make sure that you have the Service Console app checkboxes checked for the options Include Live Agent in this App and Include Suggested Articles from Salesforce Knowledge in Live Agent.
Knowledge Article Type Configuration
It is assumed that Knowledge has already been set up and an Article Type has been created. In this example I have a single Article Type called FAQ that has a Text field called Question, and a Text Area (Rich) field called Answer as shown below.
This is the step where the magic happens. You need to create a field with the exact name of Chat Answer on the Article Type. It has to be named exactly that. If it isn’t you won’t be able to add quick responses from Articles to Live Agent. You can create it as a Text Area (Long) but not as a Text Area (Rich).
After this, when you edit your Article you need to provide a separate value for the Chat Answer field. It is best to try to provide a value that would be meaningful to a person engaged in a chat. Here’s an example of a FAQ on How to Reset a Password.
Knowledge Article as Chat Answer in Live Agent
Once you have the Article published an you have provided a Chat Answer you will see the Article show up in Live Agent with a plus control [+] next to it.
Clicking that plus will add the contents of the Chat Answer to the Send Box. Note that it does not send it automatically. You have the ability to edit it or remove it prior to sending it.
That’s all that there is to it. There is so much more that can be done with the Service Cloud in Salesforce. This article has shed some light on the process of getting Knowledge to work with Live Agent to increase agent productivity.