Summary
When viewing knowledge articles through the Knowledge Search panel (e.g., in Customer Service workspace or Omnichannel), embedded images appear only as static thumbnails and cannot be expanded, enlarged, or opened in a modal viewer. This restricts front-line agents from viewing critical visual guidance contained in images, diagrams, UI screenshots, or process flows within the article.
We request functionality that allows users to click/tap an image to expand it, either in a modal/lightbox view or in a separate pane.
Business Problem
Our Knowledge Base articles often include detailed images such as:
- UI screenshots
- Step-by-step process visuals
- Highlighted form fields
- System configuration diagrams
When viewed in the Knowledge Search preview, these images are too small to read. Agents must open the full article separately, which adds unnecessary steps, slows productivity, and increases handling time during customer interactions.
This limitation causes:
- Increased Average Handling Time (AHT)
- Higher cognitive load for agents
- Reduced accuracy when agents misinterpret small images
- A degraded user experience in the workspace
Expected Functionality
When an image is displayed inside a knowledge article preview in Knowledge Search:
- User clicks any image
- Image opens in a larger modal/lightbox window
- Modal supports:
- Zoom in/out
- Pan
- Close button
- Responsive behaviour for different screen sizes
- No requirement to open the full article unless the user chooses to
- Behaviour should mirror modern web standards for media expansion
User Stories
As a Customer Service Agent
I want to click and enlarge images while viewing knowledge article previews
So that I can clearly see visual instructions without navigating away from my workflow.
Acceptance Criteria
- Clicking an image in the preview pane enlarges it in a modal/lightbox
- Modal supports zoom and close
- Works in Customer Service workspace and Omnichannel
- Behaviour is identical regardless of image source (inline upload, URL, base64)
- No functional regression in article rendering
- Fully accessible according to WCAG 2.1 AA
Impact
High value for organisations relying on visual guidance in knowledge articles. Expected reduction in AHT, improved agent accuracy, and improved usability across the knowledge management lifecycle.