Using Solve
Solve is a knowledge resource that can be enabled and embedded into the Advisor Desktop to immediately provide voice, email, and chat Advisors with knowledge resources. While working on activities, advisors can access the Solve portal to locate answers to customer inquiries. Your administrator may also have configured Solve to use an external URL, which does not pull from your knowledge base.
For chat activities, agents can also send articles with rich messages to the customer using Solve. For example, if a customer wants to schedule a pick-up for his next order, the agent can search the knowledge base for the available slots article and send it to the customer by adding it to reply.
Accessing Solve
Solve can be launched in the following ways:
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The Solve button in the Reply pane.
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Highlighting text in the Reply pane, right-clicking, and selecting the Solve option.
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The KB
pane.
While the first two options require that an activity be selected, the Solve portal can be accessed from the KB pane of the Advisor Desktop at any time. If single sign-on has not been configured for your system, you may need to provide your authentication credentials to access the portal.
If VA for agent is configured, accessing Solve opens the agent bot in the Knowledge pane. and if Instant Answers are configured, Knowledge pane presents the solution given by instant answers. Both, VA for agent and Instant Answers assist agents with customer queries by presenting solutions to the agents based on customer's replies.
Using the Solve Portal
There are multiple ways in which advisors can obtain the information they need through the Solve portal:
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Search for the article
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Use the topics available to sort through the various article topic trees
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Use Guided Help, which acts as a series of question and answer scenarios, to help narrow down the most suitable solution
Solve can be further fine-tuned to instantly bring agents to specific scenarios in guided help sessions. It can also be configured to automatically search the portal using specific search terms in relation to the current email, chat, or voice activity. Upon locating the necessary information, agents can then utilize the information of the articles published on the portal to assist the customer, and can even add the article to their reply during email and chat interactions or to their call log during phone interactions.
For more information about find articles with Solve or adding article content to your replies, see Searching for Articles and Adding Articles to Replies.
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