5 thoughts on “OmniChannel Engagement Hub : Smart Assist

  1. This is awesome, I’m in a project where we are looking at how the agents can search in multiple entities when using the omnichannel. I will consider this option. Thanks 🙂


  2. Awesome article…I’m working on Smart Assist (AI-suggested knowledge articles and similar cases in Customer Service workspace), where I’ve enabled the productivity pane. turned on the “Enable similar case suggestions” and “Enable knowledge article suggestions” in Customer Service Hub but I do not see the Smart Assist in Omnichannel for CS or Customer Service Workspace. Could you please help?.


    1. You need to assign your user the Customer Service representative role – even if you are system admin. This will allow you to see the productivity pane.


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