Solution Assistance 

Purpose

This process is used by interaction center agents to find solutions to problems or other issues. For example, in the Interaction Center (IC) WebClient, the knowledge search is used by agents to find solutions to problems reported by customers through channels such as telephone, e-mail, and chat.

Prerequisites

See Knowledge Search.

Process Flow

The following business process runs in SAP CRM. Note: In the IC WebClient, steps 3 and 4 are reversed.

...

       1.      Identify problem and search for solutions

...

                            a.      You access the knowledge search, enter your search criteria, and search for a solution.

                            b.      The system displays the search results.

                            c.      (Optional) You refine the search results.

In the IC WebClient, if the customer has e-mailed a problem or issue to you, the system automatically analyzes the e-mail. If the system finds any possible solutions, it notifies you via a navigable alert. When you click the alert, the knowledge search opens, where the automatically suggested solutions are displayed.

       2.      Review solution details and attachments

       3.      Add solution to cart

       4.      Give feedback on solution

       5.      E-mail solution and attachments to customer

In the cart, you select the solutions that you want to send to the customer, and choose the channel (for example, e-mail or chat).

       6.      System learns how to refine future searches from this search

If you refined the search results in step 1, the system learns how to refine future searches.

See Also:

For more details on each of these business process steps, see Knowledge Search.