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- Differentiating between suggestions for customers and internal agents?
Differentiating between suggestions for customers and internal agents?
I know that the knowledge base search and the request type search are independent of each other. However, what is the relationship between these, and the knowledge bases that are being searched, specifically in relation to what is surfaced INSIDE a Jira ticket that an agent may have open.
Use case: It adds little value for the agent to see suggestions from the public user documentation. Instead, they want suggestions from the internal technical troubleshooting space.
I'm wondering if it's even possible achieve this, without interfering with the existing set-up that ensures cusotmers see the public documentatiion suggestions when typing their request. Has anyone else had experience with this scenario?
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