Automatically Pull Help Center Content into macros
We try to point customers to our FAQ articles in macros so that we only have to update one source when information changes. However, this can lead to a negative customer experience. No one wants to email a question and have someone say "click here and read this". We'd like a way to automate pulling in the FAQ content so it populates in the macro. Copying and pasting takes time and allows errors.
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Hi Mira,
Thanks for your feedback. It made me think that maybe you would find benefit in the new Knowledge functionality that we launched a few weeks ago. It lets you quote parts of an article and insert it into your response to the customer. I realize it's not 100% what you're suggesting, but I just thought it might be helpful anyway.
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It's certainly a start! But It would be very cool if we could pull the content from the FAQ into a macro to save agents clicks and to keep updates in one place only. Thanks!
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