Linked CIs showing in call service window.

Linked CIs showing in call service window. If a user selects a CI on a call, it should show up on the Knowledge panel in the service window. Today it only seems to show any articles linked by type. Knowledge article and call screen have the field in common so a link needs to be created between the two.

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Jul 23 2015

vFire v9 / IPK

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Dave Ball (Alemba) commented

March 21, 2017 09:38

v9.7 has a new feature called Matching Panel that should match existing calls and knowledge based on what is entered in the Call Details - you can apply filters to the results returned based on Type and CI. For more information: http://www.alemba.help/help/content/topics/release%20notes/rn%209.7/rn%209.7%20matching%20panel.htm?Highlight=matching panel#View

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Linked CIs showing in call service window.

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