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Overview – Enable agents to search for solutions and attach articles to responses without having to leave the workspace by integrating an external knowledge base.  This is done through Solution Finder within Agent Workspace. More info – Check out “Configuring Knowledge Base Integration” in Admin guide.

Limitations –

Works best for Public KB. No Authentication required.

No Private KB (with Authentication).  No SSO support.

Way Forward –

Use new Mindtouch widgets (GeniusSearch) to address these limitations.  This is a custom mashup; available as project solution. 

Info on Genius Search –

Please contact Mindtouch directly on integrating GeniusSearch with C4C.

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