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Searching content in Knowledge Management

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Content that is added in Talkdesk Knowledge Management™ or connected via the external knowledge source connectors, is available to agents through Talkdesk Agent Assist™ in the side panel.

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Agent Assist is installed in the secondary area, by default, for all customers that have joined after October 2021. There is a search bar in the Agent Assist application that can be used before, during, and after an interaction. This provides a unified search across all connected knowledge sources and returns the best result from Cards, AI-generated answers, and Articles.

Note: For current customers of Guide content can still be searched through the application itself or, if they’re also an Agent Assist customer, via the manual search described above.

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