What feature enables agents to view relevant articles suggested by smart assist?

The productivity pane is a feature that provides agents with a unified workspace where they can access multiple tools and resources in one location while interacting with customers. This pane enhances the agent's efficiency by allowing them to view relevant articles suggested by smart assist, as well as access other features such as case management, customer information, and previous interactions. By being able to see these suggested articles alongside their case details, agents can provide faster and more accurate responses to customer inquiries, ultimately improving the customer service experience.

The other options focus on different aspects of customer service management. Agent scripts offer structured guidance for agents during interactions but do not specifically evolve with suggested articles. The knowledge base is the repository of articles and information but doesn't provide the real-time contextual assistance that the productivity pane does. Customer insights refers to strategies and analytics derived from customer data to understand behaviors and trends, which is not directly related to the immediate support of agent tasks in finding relevant articles.