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Knowledge articles in the Service Console for Manufacturing

Key Takeaway

The Knowledge component in the Service Console for Manufacturing works only after you turn on Lightning Knowledge on the Knowledge Settings page in Setup. Turning on the Service Console for Manufacturing setting doesn't turn on Lightning Knowledge for you.

In Agentforce Manufacturing, the Service Console for Manufacturing includes a Knowledge component. Service reps use the component to find, create, and rate knowledge articles while they help a caller. Reps can then answer product and process questions from a shared knowledge base, instead of putting callers on hold to find a specialist. The component works only after Lightning Knowledge is turned on and users have the right Knowledge access.

Knowledge articles

Experienced service agents and internal specialists write knowledge articles and then publish them, so many people can reuse them.

Salesforce Accredited Agentforce Manufacturing Professional Study Guide

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