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Information on the 'Best Answers' button in open incident
Answer ID 6216   |   Last Review Date 11/14/2018

What does the 'Best Answers'  button in an open incident mean?

Environment:

Incident SmartAssistant Autotuner
Oracle Service Cloud, August 2013 release and newer

Resolution: 

The 'Best Answers' button on an open incident is a new feature in relation to SmartAssistant to suggest answers where an agent can identify the answer that was the best answer to help resolve an incident.

In order to mark an answer as the best answer, follow the detailed steps below:

1. From the open incident, click the Best Answers button. A list of answers that have been added and committed to the incident thread are displayed with columns for ID, Summary, Access Level, Status, and Date Added. You can sort by any of the columns.

Incident Best Answer. Select the answers that best resolve the current Incident

2. To choose the best answer (or answers) for the customer’s question, select the Best Answer check box.

3. To clear all best answer selections, select the No Answer Resolved This Incident check box.

4. Click the Save and Close button.

See 'Adding SmartAssistant suggested answers' for further information. For steps on adding the Best Answer button to an incident workspace, refer to Answer ID 6893: Adding SmartAssistant Autotuner Best Answer Button.

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