10.0: Search the knowledgebase while replying to mail using interactions

[jstanden]

Introduction

In earlier versions of Cerb, there was a feature to search knowledgebase articles while writing an email reply.

It's possible to reimplement this feature in 10.0+ using interactions.

Import the package

Navigate to Setup -> Packages -> Import.

Paste the following package:

{
  "package": {
    "name": "Example interaction to search the knowledgebase while replying",
    "requires": {
      "cerb_version": "10.0.0"
    }
  },
  "records": [
    {
      "uid": "automation_reply_kb",
      "_context": "automation",
      "name": "wgm.example.reply.kb",
      "extension_id": "cerb.trigger.interaction.worker",
      "description": "Search the knowledgebase while responding to a message",
      "script": "inputs:\n  record/message:\n    record_type: message\n    required@bool: yes\n\nstart:\n  await:\n    form:\n      title: Knowledgebase search\n      elements:\n        sheet/prompt_article:\n          data:\n            automation:\n              uri: cerb:automation:cerb.data.records\n              inputs:\n                record_type: kb_article\n                #query_required: \n          schema:\n            layout:\n              headings@bool: no\n              filtering@bool: yes\n              paging@bool: yes\n              title_column: _label\n            columns:\n              card/_label:\n              text/content:\n                params:\n                  value_template@raw:\n                    {% if 2 == format %}\n                      {{content|striptags|truncate(128)}}\n                    {% else %}\n                      {{content}}\n                    {% endif %}",
      "policy_kata": ""
    }
  ],
  "toolbars": [
    {
      "toolbar": "mail.reply",
      "kata": "interaction/kb:\n  uri: cerb:automation:wgm.example.reply.kb\n  tooltip: Knowledgebase\n  icon: book-open\n  inputs:\n    message: {{message_id}}"
    }
  ]
}

Click the Import button.

Using the interaction

Open any ticket profile from Search -> Tickets and click Reply.

You'll see a new 'open book' icon for searching the knowledgebase.

Articles can be quickly filtered with keywords.

Clicking on an article opens its card popup to read the full content.

Next steps

From Search -> Automations you can modify the wgm.example.reply.kb automation to meet your needs.

For instance, this could automatically pre-filter articles based on the worker, or the current ticket's group/message.