The Knowledge Capture app is invaluable to agents and knowledge managers, when properly utilized. Unfortunately, there are some barriers to entry in organizations with large numbers of articles, or complex workflows - article discovery being chief among these. We have discovered that our agents are not able to reliably surface relevant data through KC App searches, and prefer to go to the Help Center to find articles, because they're able to drill into an article section to browse relevant data. As a result, we think that for organization with multiple lines of business, multiple product lines, and multiple product types, it would be helpful to create some sort of high-level filtering logic for Knowledge Capture.
- At the most basic level, the agent should be able to define, within the UI, the portion of the hierarchy they will search within (i.e. define the section they will search).
- KC App should work together with other Zendesk components to enable smart workflows. For example, if an organization uses business rules to detect a product category, business line, or customer type, and tag the ticket appropriately, they should also be able to use the same business rule to set the initial scope of the KC App search (either by section, or by label). The tags themselves could be mapped to sections or labels in the Help Center.
- Answer Bot for Agents should also respond to tags on a ticket. Answer Bot Triggers (and, to a lesser extent, AB for Web Forms) allow the admin to limit the scope of Answer Bot suggestions by label. This allows the admin to configure different scopes for AB to search, based on the inputs or certain conditions of the ticket. This will solve the problem of Answer Bot suggesting the wrong answer due to misunderstanding the product type or some other defining characteristic of the request, which can be surfaced in business rules.
For the integrations of KC App / Answer Bot to Support workflows, this could dovetail well for admins with either the traditional business rules (with its tags and fields), or with the newer workflow enhancements (like skills-based routing and contextual workspaces - i.e. tie a Section scope to a skill, or define Labels for search in a contextual workspace definition).
Regardless of how admins are given this type of control, these suggestions enable the two following principles of enabling admins:
- Allow agents and admins to maximize use of KC App by refining its scope (both through business rules and ad-hoc), allowing search results to better filter into the UI and make the best use of limited real estate
- Solve the problem of defining categories of data Answer Bot for Agents can search on a given ticket, just as is done via the other AB channels.
While the KC App, as designed, may not have customers with high volumes of documentation in mind, it's important to note that KCS principles are geared toward large enterprise organizations that deal with a high amount of knowledge. We would be glad if the small but mighty KC app would evolve to reflect these priorities, and admins could be equipped with the tools to help Answer Bot for Agents take it to the next level for complex organizations.
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