Category Property for Customer Agent Short Answers
In the Customer Agent Knowledge Sources, we would like to be able to add categories to short answers (just like we currently can with the knowledge base articles), and thereby filter short answers by category.
Over time, we have naturally created a long list of short answers that are aimed at different customer agents. If we could filter short answers by categories (eg. relevant customer agent) it would be much easier to:
a) sort through and proactively transfer short answers to a more comprehensive knowledge base (on a customer agent basis)
b) compare short answers created by separate team members (for separate customer agents) to ensure there are no duplicates interfering with each other
Currently, we have to sift through short answers on a page-by-page basis which is unideal.
