Knowledge Article Suggestions after Service Selection

KnowledgeAfter an end user has selected a service in Self Service, a list of the available request templates (or standard requests) for that service is suggested. The same screen now also offers the public knowledge articles for the selected service.

Knowledge articles in self service
Similarly, after a service desk analyst has selected a service in the Service Desk console, the available knowledge articles for this service are proposed below the service’s request templates.

Knowledge articles in service desk console

Like with the request templates, the most-used knowledge articles are presented at the top of the list. This means that 4me now proactively proposes the most-used knowledge, even when people are not searching.