Today we’re pleased to announce the General Availability release of Guide events in Interaction History.
Guide events give agents visibility into actions customers have taken in your Help Center. For example, you can provide your agents visibility into the searches a customer has made on your Help Center or articles they've viewed. This will help agents to avoid repeating troubleshooting steps that a customer has already taken.
Guide events are available for all customers who have an active Help Center. Events are collected when a user is logged in to Help Center.
For more information, please see Adding Sunshine user profiles and events to customer context in a ticket.
We look forward to hearing your feedback in the comments below.
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