What feature must be enabled to display knowledge articles in the Omnichannel interface?

The feature that must be enabled to display knowledge articles in the Omnichannel interface is the Productivity pane. The Productivity pane enhances the support agent's workspace by providing them with quick access to relevant information, including knowledge articles, customer information, and other resources. This feature allows agents to efficiently find and utilize knowledge articles while engaging with customers, ultimately improving the customer service experience.

When the Productivity pane is enabled, agents can seamlessly access knowledge articles related to the inquiries they are handling in real-time. This facilitates quicker response times and enhances the quality of support provided to customers. As a result, the Productivity pane is essential for integrating knowledge management into the Omnichannel experience, making it a crucial feature for effective customer service operations.

In contrast, agent scripts, the customer information card, and the related panel serve different purposes and do not directly enable the display of knowledge articles in the Omnichannel interface. Each of these features may support an agent’s workflow but lacks the specific functionality to present knowledge articles as the Productivity pane does.