Search Knowledge Article

The View Knowledge Articles via Copilot use case illustrates how end users can access relevant knowledge base articles through interactions with Copilot. By leveraging, Copilot interprets user inputs to present pertinent articles, enabling users to resolve issues independently and efficiently.

Goal

Empower end users to find and utilize relevant knowledge articles through conversational interactions with Copilot, promoting self-service and reducing dependency on support teams.

Scenario

Empower end users to find and utilize relevant knowledge articles through conversational interactions with Copilot, promoting self-service and reducing dependency on support teams.

User Persona

End User

Solution

Utilize Copilot to search and display knowledge articles by describing the issue in natural language, allowing users to access step-by-step solutions and resolve problems independently.

Steps

1. Log in to the Apex Application.
   

2. Click the Copilot icon located on the Top Panel of the screen.
   

3. In the chat window that appears, type a description of the issue.
   For example: "How do I connect to the VPN?"
   

4. Copilot displays a list of relevant knowledge articles related to the query.
   

5. Click on the title of a knowledge article to view its contents, which may include step-by-step instructions, images, or videos.
   

6. Determine Usefulness of the Article:

   • If the article resolves the issue, no further action is needed.

   • If not, users can continue the conversation with Copilot for additional assistance or to log an incident.