Expert for CRM Touchpoint
Enable various configuration options to provide:
- Content discovery and retrieval. Support agents are better equipped to answer customer questions, provide meaningful direction, and close tickets faster
- KCS readiness. Support agents create records of knowledge usage in ticket resolution to measure value and uncover knowledge gaps.
- Content quality control. Content managers gain insight into which documentation is lacking in providing help to customers
- Insight into customer behavior. Support agents gain valuable insight into the user behavior of customers who are submitting tickets
The Expert for CRM agent experience is a streamlined, simplified experience designed to enable agents to perform core support-related functions within their support system interface. Agents can open articles in the native web experience to access additional functionality, like article rating and feedback, table of contents, and related content.
Discovery and Retrieval
The Search tab returns results based on the case subject.
- Modify or enter a new search in the search field.
- Use the Refine search drop-down menu to filter results based on your site hierarchy.
- Click an article title to open the article in the View tab.
- Click Link to case to associate an article to the case and copy its link to clipboard.
- Click Unlink from case to remove an article from case history.
- Click Copy linked articles to copy all article links to clipboard.
The Pinned Pages tab returns your pages saved for content retrieval with reduced effort.
- Sort articles by page title and date saved.
- Click the pinned page icon to delete an article saved without navigating to each page individually.
View Content
The View tab displays your Expert content without leaving the CRM or support system interface.
- Navigate backward and forward through recently viewed pages.
- Click Home to begin site navigation from the home page.
- Click Pin to save the article for low-effort retrieval.
Click Unpin to delete the article from your pinned pages.
Note: The icon depicts the current state of the page (it is unpinned or pinned); the label describes the action a click will effect (it will pin or unpin). - Click Link to case to associate the knowledge article to the case record and copy its link to clipboard.
- Click the Open icon to open the article in the native web experience and access the full Expert feature set.
- If configured to create and edit content, an Edit icon will be visible to modify the article real-time.
Link-to-Case
View articles linked to the case record as resolution progresses or audit to accuracy and relevance.
- View currently Linked Articles or article links that have been deleted (Unlinked Articles)
- Copy all articles and their URLs to clipboard to send in a customer response or add to the case summary
- Sort by article title, date linked, or agent
- Unlink articles that did not resolve the issue or are deemed irrelevant
Customer Insights
Limitations
- There is no capability to view drafts from Expert for CRM
- Page Settings (Page Summary, Classifications, Tags) are not accessible in Expert for CRM
- Expert content management capabilities are available in the full browser experience and not within Expert for CRM integration
- Link to Case is currently supported when integrated to Salesforce Service Cloud and SAP Service Cloud
- When integrated to Salesforce Service Cloud, link to case data can be stored to Salesforce or Expert
- When integrated to SAP Service Cloud, link to case data is stored to Expert
- Unlinked Articles can only be returned when the Touchpoint is configured with Expert selected as the link-to-case record database.
Integration requirements and process will vary from CRM to CRM. Partner with your Customer Success Manager with questions on integrating your Expert content into your CRM or support system.