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Introduction to Guided Assistance

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edited Jun 22, 2015 8:54PM in Knowledge Management 7 comments

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Guided Assistance is a powerful tool, frequently used as a troubleshooter to help customers and agents quickly navigate to the right Answer. A guide can be seen as a decision tree, where the user is asked a series of Yes/No or multiple choice questions, and where each response decides which branch is followed in the tree. At the end of the questions one or more Knowledgebase Answers or a simple text explanation is shown. Customers can use guides directly from Customer Portal, and agents can walk through customers in guides within the incident editor, or from chat.

Guided Assistance is available for Enterprise seats and can be added to Standard seats as well. Contact your Oracle Service Cloud account representative for more information.

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