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Tag: support processes

Experiment: SelfService Timeline

December 6, 2016 One of the things we’ve been experimenting with here at Dovetail is the SelfService Timeline.When looking at a case in Dovetail Agent, a support agent can see some details about what activities a customer performed within our Selfservice app around the time they created a case.Agents can see:When a customer logged inWhat searches they performed, along with how many search results they got backWhich solutions (knowledgebase articles) they viewedAny comments/feedback left on a solutionIt shows any activities that customer within a 1 hour window before and after the case was created.This arms agents with additional information and context about what the customer did around the time they created a case, and agents can avoid providing the same information to a customer. Improve knowledge sharingIn addition, it gives the support center more insight into the specific words or phrases that customers are…

How to include a solution in a log email

September 27, 2016 Photo by @justmekirsty   When working a case, we can link a solution to the case, indicating that the given solution resolves the problem at hand. Now that we’ve linked it, we often want to email that solution to the customer. Using the Canned Responses feature within Dovetail Agent, this is easy to do. I see two options for how we could email the solution to the customer: Send the customer a link to the solution, which allows them to view it online in a Selfservice/WebSupport-type app Send the customer the actual solution content Lets look at how to do both of these options.   Admin Setup – Rule Properties The first thing we want to do is be sure that our Sys Admin has setup rule properties for the Linked Solution. Canned Responses uses these rule properties for resolving…