What is the problem?

Knowledge Capture app automatically searches Help Center articles based on ticket title field only.

Why is it a problem?

It is a problema because ticket titles don't always have most assertive terms to be used as a criteria to search related HC articles.

How do you solve the problem today?

Unfortunately today we cannot solve the problem, neither work around it. So our agents nearly always have to search HC articles manually.

How would you ideally solve the problem?

Allowing setup ticket fields to be used as a criteria to search HC articles through KC app, such as tags or customised ones.

How big is the problem?

• Business impact: it reduces agents productivity.
• Frequency of impact: imposible to measure at the moment, but high is expected.
• Who is impacted: L1 agents.

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