Heads up: Due to intermittent issues at OpenAI, please edit and re-save your API keys once to keep generative features working smoothly across SearchUnify applications.
SU Community Logo
AI-Image

Experience Agentic AI-Driven Self-Service with Lumen on SearchUnify Community (Beta)!

Say goodbye to outdated self-service and case management. With Lumen, step into the future of intelligent, personalized support. Welcome to the new era of agentic AI.

Read the Help Guide

You Are Being Redirected To Lumen

Our new self-service and case management experience on the SearchUnify Community.

Redirecting in 10 seconds...

Title

Body

How can agents access articles for low impact and high frequency issues?

Saurabh Jain
How does SearchUnify assists agents handle low impact and high frequency cases?
Ideally there should be a quick access dialog box that stores recently viewed articles for quick linking. Do we have such feature on service console?

Related to

  • search clients
  • addons
  • agent helper
0

Comments

2 comments

Date Votes
  • Permanently deleted user
    To help Agents search more quickly and save their time, the case title is itself searched within SearchUnify console search window, and the recently viewed & suggested articles are shown up at the top of the search. Also, an option to attach article to case or share link with the customer is provided from there itself. Agents don't need to navigate to complete the process, search console itself assists agents in every possible way.
    Additionally, with our Agent Helper Add-on application, agents are suggested with the related articles, know-how of the similar cases resolved with those articles and the knowledge about the agents who have worked on similar cases in the past.
    0
  • Saurabh Jain
    Can agents add few frequently using articles as Favourites in agent console such that if similar cases are logged they do not have to search again?
    0

Please sign in to leave a comment.

Didn't find what you were looking for?

New post