Example of Using SmartAssistant to Suggest Answers Before Questions are Submitted

This example is an action that offers suggested solutions to your customers when they submit incidents. These suggestions might help them resolve their issues themselves, without requiring help from your support team.

The example rule described in Example of Building on Basic Incident Routing Rules contained the action Append SmartAssistant Response to Response Field.

SmartAssistant works by evaluating the text of the customer’s question and determining which answers in the knowledge base best match the question. It then presents a list of these answers (to the maximum number specified in SA_NL_MAX_SUGGESTIONS) to the customer in one or both of two ways:

• On the Ask a Question page of the customer portal before the customer completes submitting the question
• In the response thread of the incident that gets sent to the customer

To display the suggested solutions when the customer clicks the Continue button on the Ask a Question page but not append them to the incident response thread, the incident source condition must be equal to SmartAssistant on Ask a Question.

To append the suggested solutions to the incident response thread but not display them when the customer submits a question, the incident source must be equal to Ask a Question.

To offer the suggested solutions to the customer when they ask the question and in the incident response thread, the condition for the incident source must have the check boxes for both SmartAssistant on Ask a Question and Ask a Question selected.