Guide Search Options

You can provide your agents with the ability to manually select and display guides on the Guided Assistance relationship item. When these options are enabled, agents can use a set of buttons at the top of the control to search for and select a guide appropriate for their needs.

Note: When providing guide search to your agents, you must ensure that each guide is appropriately associated to one or more answers. See How You Associate Answers to Guides.

Several design options are available for guide searching. By default, the Guided Assistance Search report is used when performing searches, but you can select a different search report to use instead. Also, as an alternative to displaying the default Search for a Guide and Select a Guide buttons, you can display the guide search fields inline at the top of the control. You can also choose to hide the left navigation page if you want to restrict agents from jumping freely to different sections of the guide.

In addition, when the Guided Assistance relationship item is added to incident workspaces, Guided Assistance automatically displays on the ribbon. By default, this button provides both select and search options for locating guides. However, you can edit Guided Assistance to show or hide either option. Or, if you do not want Guided Assistance to display at all, you can remove it. See Ribbon and Quick Access Toolbar Buttons.