Currently working with Dynamics 365 + Interactive Service Hub + Employees portal + Unified Service Desk.
We are looking for a solution to guide Call agents trough questions to relevant Knowledge Base articles.
In an ideal situation we would like to place the dialogs/questions on the Employees Portal.
Is there a solution available for this?
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In general, we will use Agent scripts as the guiding questions to navigate specific KB Article.
But If you want to use Portals guiding, then I would configure the portal as my hosted control - which will fire specific events (using USD event monikers) to USD based on the selected option. Configure your action calls to navigate the KB Articles accordingly, attach them to these events.
Hi Ritchey,
I don't think there is any ready solution available for this. This is something which requires significant effort to build such process.
If you have enabled the Knowledge Base and have the Kb articles categorized in some guided mannner then this coul dbe something worth.
For examples: Category as follow => Technical Problem >> Customer Related >> Activities >> Permissions and so on
Hope this helps.
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