Knowledge Capture App Early Access Program Follow

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9 comments

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    James Rago

    Looking forward to testing this. We currently use the search bar app, which has some of this functionality. This app looks to bring a few extras with the content management aspect. 

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    Pete LeRoy

    Is the Answer Suggestion app the same thing as Automatic Answers, aka Answer Bot?

     

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    Deepa Daniels

    Hi Pete,

    Answer Bot uses machine learning to respond to support tickets with an automated email that lists relevant knowledge base articles. Learn more

    Answer Suggestion is a Zendesk app that analyzes ticket subject and looks through knowledge base content to suggest relevant articles and surface them right next to the ticket. 

     

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    Pete LeRoy

    Thanks Deepa. This app looks like it could have some significant benefits to us. I've completed the EAP form and look forward to testing it. Pete 

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    Mindaugas Verkys

    and what is difference between Knowledge Capture vs Answer Suggestion?

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    John Yu

    What is the target GA date for this app?

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    Deepa Daniels

    Right now we are focusing on learning from EAP usage feedback, looking forward to hearing from you over in the Community topic

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    Jessie Schutz

    Hey Mindaugas! Sorry for the delayed response!

    Answer suggestion analyzes the contents of a ticket to suggest Guide articles that may answer the customer's question, and allows agents to search for something specific if it's not on the list of suggestions.

    Knowledge Capture does the same thing, but also includes some additional helpful features.

    With Knowledge Capture, agents can add inline feedback to existing articles that need to be updated, as well as create new articles based on a ticket, using a pre-defined template. 

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    Cody Stephenson (Edited )

    We signed up for the Knowledge Capture EAP and received the acknowledgment email about a week ago, but when I follow the instructions to add the app I can't find it, there isn't even a beta app section.  Any suggestions? Did I miss a window?  We are also on Guide Legacy - would that matter?

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