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

Saurabh Jain

• December 21, 2019 12:47

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

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  Sumit Aggarwal

  • December 23, 2019 06:19

  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.

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  Saurabh Jain

  • December 23, 2019 07:01

  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?

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