What is Guided Assistance?
Oracle Service Cloud
The Guided Assistance feature gives service agents the ability to locate answers or text explanations using question branches to guide them to the appropriate response. This allows agents to quickly find information they can provide when working with customers on the phone or when responding to an incident, or when chatting.
Sample Decision Tree in Guided Assistance
The answers associated with responses built can be viewed from the guided assistance designer itself. Beginning with the May 2010 release, guided assistance can be embedded in answers so customers can use them on the end-user pages, and mobile support is found in August 2010 and later releases.
Please contact your Oracle account manager for entitlement of this feature.
The following actions must be taken to use Guided Assistance.
- Enable Guided Assistance. Contact your Sales Account Manager.
- Add the Guided Assistance explorer to your configuration list for the Configuration button.
- Assign Guided Assistance permission to profiles by going to the Service tab of the profile and enable the 'Guided Assistance - Add/Edit' option. Create guides for your agents.
- Add the Guided Assistance control to workspaces.
For additional information, refer to the 'Guided Assistance' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.