Suggesting knowledge articles for a service case

This demonstration shows you how to suggest a knowledge article for a service case.

MyCo, a telecommunications company, wants its systems to provide necessary content to its CSRs by suggesting a knowledge article for the 'Dispute transaction' service case in the context of the company's service processes.

To implement this business requirement, start an interaction with an existing customer, Sara Connor, and then click the Dispute transaction notification card in the lower left-corner of the Interaction Portal.

On the Dispute transaction case, click the More menu to access the Configuration tools.

On the Knowledge content tab, search for disputes to add relevant articles for the case type.

Select the Dispute exceptions for billing errors article to provide CSRs with information about the allowed exceptions when customers are disputing a credit card charge.

Save the knowledge article, and then close the Configuration tools window. Complete the customer interaction.

Now test the scenario by starting a new interaction with the customer. Click the Dispute transaction notification card to start a dispute transaction service case.

On the right side of the application, click ? to display the help content.

Check that your article is listed under Suggested articles for CSRs. While working on a case, CSRs can then click the link to learn more about the article and serve the customer's request.

You have reached the end of this demonstration. You have learned:

• How to suggest knowledge articles for a service case