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Krisia Rillo's Avatar

Krisia Rillo

Joined Nov 19, 2024

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Last activity Feb 05, 2025

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ACTIVITY OVERVIEW

Latest activity by Krisia Rillo

Krisia Rillo created an article,

ArticleHelp with sales

Question

I want to track specific information for my sales leads. Can I add custom fields in my Sell account?

Answer

You can add custom fields in Sell to track specific information for your leads. This feature allows you to tailor the data you collect according to your needs. They are more organized and less susceptible to user error.

For more information, see this article: Creating and managing custom fields in Sell.

Edited Feb 06, 2025 · Krisia Rillo

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Krisia Rillo created an article,

ArticleHelp with reporting and analytics

Question

What are prebuilt dashboards? How can they address my reporting and analytics needs?

Answer

Prebuilt dashboards are ready-made compilations of reports that offer insights into important metrics without needing much setup. They follow reporting best practices by offering clear visuals and organized data that fit common workflows. This allows you to quickly access important information, simplify reporting, and make informed decisions.

Dashboards with the Zendesk icon are all prebuilt. Among these dashboards, the Zendesk Support dashboard specifically highlights your Support data.

For more information, see this article: Overview of the Zendesk Support dashboard.

Edited Jan 29, 2025 · Krisia Rillo

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Krisia Rillo created an article,

ArticleHelp with reporting and analytics

Question

My report contains a large amount of data, and I'd like to organize it in a specific way. How can I sort the results of my report in Explore?

Answer

Result manipulation in Explore allows you to sort the results of your report based on your specific needs.

To sort the results

  1. Access an existing report or create a new one
  2. In the report builder page, click the Result manipulation (↓↑) icon. Then click the arrow beside Sort.
  3. Select among the sort options: A-Z, Z-A, Value ascending, Value descending, and Advanced
  4. Click Apply

Edited Jan 08, 2025 · Krisia Rillo

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Krisia Rillo created an article,

ArticleHelp with AI agents - Advanced

Question

I need my bot ID for a script or code. What is my bot ID?

Answer

Each bot in your AI agents (Ultimate) account has a unique 24-digit alphanumeric ID.

To find your bot ID

  1. Sign in to your AI agents dashboard
  2. Select the bot you want to identify
  3. Go to Settings > Bot settings
    Your bot ID should appear right after dashboard.ultimate.ai/bot/Ultimate bot ID.png

For more information, see this article: Navigating the AI agents (Ultimate) product

Edited Dec 13, 2024 · Krisia Rillo

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Krisia Rillo created an article,

ArticleHelp with AI agents - Advanced

Question

What's the difference between a zero-training AI agent and UltimateGPT? Considering these distinctions, which generative AI tool is most suitable for my specific needs?

Answer

While both zero-training AI agents and UltimateGPT fall under the umbrella of generative AI, they have distinct functionalities.

Zero-training AI agent

A zero-training AI agent uses generative AI-powered use cases to understand a customer's message and link to the appropriate dialogues. For example, when a customer requests to cancel their order, a zero-training AI agent recognizes this as a Cancel order use case. This triggers the system to provide the corresponding response.

For more information, see this article: About zero-training AI agents.

UltimateGPT

UltimateGPT uses generative AI to understand a customer's message and formulate a response based on the information within the knowledge base. For example, when a customer inquires about your company's terms and conditions, UltimateGPT searches through the relevant knowledge sources and provides the appropriate response to the customer.

For more information, see this article: UltimateGPT Explained.

 

Edited Dec 16, 2024 · Krisia Rillo

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Krisia Rillo created an article,

ArticleHelp with AI agents - Advanced

Question

What is the No Message use case? How can this enhance customer interactions?

Answer

The No Message use case is a prebuilt use case that helps you identify empty or non-specific messages in zero-training AI agents. Within customer support chat and email automation, it's important to identify messages that are empty or lack meaningful content. These messages might be accidental or part of a spam campaign.

When the system detects an empty or nonspecific communication, it can proactively inform the customer that their message is received but lacks the necessary details for further assistance.

Depending on the dialogues you build, the bot can perform any of the following actions:

  • Ask for additional information to ensure that the customer's query receives an accurate and timely response
  • Sort these messages or reroute them as low priority to minimize the impact on the overall workflow

This process enhances customer interactions, reduces unnecessary back-and-forth, and streamlines the function of automated customer support.

Edited Dec 17, 2024 · Krisia Rillo

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