With a publish workflow, agents can capture new customer success information as a by-product of support. Users can quickly suggest or draft articles, which are then routed to a queue (in your CRM) or published to a private area for review.
Integrating a suggested articles workflow allows you to:
- Create a cycle of self-improvement - Customer information that solved a case is shared with the organization, which improves later support.
- Drive collaboration - Agents feel empowered to use their experience to contribute to customer success.
- Guarantee fast contributions - Agents can suggest content with the push of a button, without training.
Contact MindTouch Professional Services for more information to enable this integration.