Flexible Source Links for Knowledge Studio Recommendations to Enhance Agent Efficiency

I’ve noticed that when clicking "View Sources" from Knowledge Studio (KS) recommendations, the source ticket IDs are directed to the ITSM end-user interface. This prevents our agents from accessing the tickets to review the KS-recommended content.

It would be helpful if KS offered the flexibility for customers to choose whether the source links direct to the agent or end-user instance, depending on the corresponding tickets.

This limitation is a roadblock for our agents, as they need to manually copy and paste the ticket IDs into their agent interface to inspect each source from the recommendations. This process is time-consuming, and as a result, our agents have stopped using this feature.