Summary:
This FAQ outlines the capability of Xvantage associates to quickly search and access X4C knowledge base articles directly within X4A, making it easier to find accurate information and share relevant articles with customers for self-service support. By providing instant access to trusted resources, it helps speed up issue resolution, reduces the need for manual explanations and repeat troubleshooting, and promotes customer self-service.
As a result, support volume and operational costs can be lowered while associates are empowered to handle customer inquiries more efficiently, leading to a better overall customer experience.
Question: Are customer facing KB articles available in Xvantage for Associates?
Answer: Yes. Associates can access X4C articles in the same manner as they can access KB articles for Associates — via the Digital Assistant, Xvantage Help and Support, and those suggested articles prior to fully submitting a help ticket.