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Suggesting knowledge articles for a service case

Knowledge articles provide relevant content to CSRs while working on a case. These articles avoid the need to perform time-consuming searches and provide necessary information to CSRs during customer interactions.


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 'Address Change' service case in the context of the company's service processes.

To implement this business requirement, use the Control Panel of App Studio to navigate to Interaction Behavior, then Knowledge Linking.

The Interaction Behavior page in the Control Panel of App Studio
Note: This will Launch a new browser window that allows you to log into the configuration manager portal.

In the left pane of Configuration Manager portal, click Manage knowledge articles.

Manage knowledge articles

On the top-right side, click Create. From the dropdown in the dialog box that appears, search for the case type that you will link a knowledge article to, in this example Address Change.

Choose the common or case step (or steps) at which you want the suggested knowledge article to appear for the CSRs. A knowledge article can also be linked to the entire case, making it available to CSRs at every stage of the case lifecycle.

Case steps

Click on Edit or Go, then Link Knowledge article. Use the search function of the dialog window that appears to find the appropriate knowledge article, then select the checkbox next to its title.

image shows the Link knowledge article dialog box

Once you submit, save and publish your changes, the suggested knowledge article will appear each time a CSR will start an Address Change case type.

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 Expand to display the help content.

Suggested knowledge article

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


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