One of the benefits of the tight integration between Live Assist and Microsoft Dynamics 365 is the ability for an agent to access an article from the knowledge base built into Dynamics. Agents can search your Dynamics 365 Knowledge Base to find articles related to customer queries and provide customers will relevant answers to their questions. The best way to illustrate this feature is with an example.
Important: If you are using Microsoft Unified Interface this feature is not available to agents.
Let's say the customer is waiting on a package delivery. She types the following into the chat: "My delivery never arrived". The agent thinks there may be a knowledge base article on this topic, so she clicks on the "Knowledge Base" icon to launch a search.
The knowledge base search widget launches in the main panel. The agent can then make a Knowledge Base search but copying or amending the customer request into the KB search.
Alternatively: The Agent can right-click any text in the Agent Widget and Search the Knowledge Base.
- A customer has asked: "When will my delivery arrive"?
- The Agent can select 'delivery arrive' and right-click to select 'Search Knowledge Base' :
- The Agent can then view the results in the Knowledge Search:
Clicking on a search result allows the Agent to read the necessary information and share what is appropriate with the customer.
For more information about setting up a Knowledge Base or integrating it with your Customer facing Portal see Knowledge Base Integration