What feature should be enabled to display related knowledge articles to agents in the Omnichannel for Customer Service?

The productivity pane is the correct feature to enable for displaying related knowledge articles to agents in the Omnichannel for Customer Service. This pane is designed to enhance the agent's ability to access important resources, including knowledge articles, in real-time while engaging with customers. By effectively integrating knowledge articles into the workflow, the productivity pane provides agents with quick access to relevant information, facilitating faster resolution times and improving overall customer satisfaction.

Enabling the productivity pane allows agents to see related knowledge articles contextually based on the conversation or issue at hand. This feature streamlines the support process by preventing agents from having to manually search for articles, thus allowing them to focus more on customer interactions rather than navigating through multiple systems.

Other features, while useful in their own right, do not specifically serve the purpose of showcasing related knowledge articles in the same integrated manner as the productivity pane does. Therefore, utilizing this feature is essential for improving the efficiency and effectiveness of support agents within the Omnichannel framework.