What steps must the administrator perform to give service agents access to knowledge basearticles?

To enable knowledge base access:

Configure integration flow (A): Establish connectivity between SAP Service Cloud and the knowledge base system (e.g., SAP Knowledge Base).

Maintain provider settings (C): Define endpoints, authentication, and search parameters in SAP Service Cloud.

API tokens (B) are part of provider-specific configurations but not standalone steps.

Articles (D) are maintained in the external knowledge base, not directly in Service Cloud.

References:

SAP Help Portal: Knowledge Base Integration

SAP Documentation: Configuring Knowledge Base Providers