Knowledge Base in C4C

[Former Member]

Hi,

Is there any feature such as a guidance panel within the knowledge base so that when we are completing the relevant tasks from a ticket the relevant information types are available which will enable the users to easily complete the tasks.

Is this feature available?

Regards,

Roy

[Former Member · Accepted solution]

Hello Roy,

Do you envision some sort of contextual help, which constantly changes to show you information related to the task you are performing?  The KB already does something in that direction, by automatically searching for articles relevant for the current ticket.  However, it does not change based on which task the agent is currently performing.  Do you have a concrete example, an actual customer story?

Another option would be to use a checklist.  By using an Activity Plan and the Survey/Checklist functionality, you can attach to the ticket a list of activities that should be performed by the agent in order to solve this specific problem.  This can be used to give the agent appropriate guidance based on the ticket attributes.

Kind regards,

Gab