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Incorporate Unique Numbers/IDs with Articles
Posted Mar 16, 2021
In an environment where agents are providing support on several different products, providing customers with only the name of an article is not always practical as there is lots of room for ambiguity. It'd be great to see functionality within Guide to be able to have it automatically assign a unique article number that is easily provided and searchable by a customer. This way, agents can communicate to a customer "Look at article number 12345" so a specific article is being directed to, instead of "Look at article 'How to fix x problem in y product'", where ambiguity and possibly incorrect search results may lead a customer to the wrong article.
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