Overview of Guided Assistance

Guided assistance gives agents and customers the ability to find answers or text explanations by selecting responses from question branches in guides. This lets agents quickly find information they can provide to customers when working with them on the phone, when responding to an incident, or when chatting.

In addition, guides can be embedded in answers so customers can use them on the Customer Portal.

Note: Many factors control answer visibility. For instance, if an answer or section of an answer is available only to customers whose SLAs give them permission to view certain answer access levels, that answer will not be visible to customers without that SLA even if they click an answer in a guide. See Overview of Answers.

Not all guided assistance features are currently supported on the Agent Browser UI. For a complete list of supported features, see Answer ID 9022 on our support site.

To understand how guides can best be implemented in your agent desktop on the Service Console and the Agent Browser UI, you should also become familiar with workspaces, scripts, script rules, and workflows. For a summary of these features, see Overview of the Dynamic Agent Desktop.