Provide Guided Assistance to Agents and Customers

You can create as many guided assistance guides as you need to help your agents and customers locate appropriate responses to questions related to different topics.

You can create guides to help agents answer questions about different products and other guides to help answer questions about service plans. Each guide can include multiple question branches, so you can use a single guide to lead agents to answers regarding different models of a product or multiple service plans.

Note: These configuration options will not be available until guided assistance is enabled. To enable guided assistance, contact your Oracle account manager.

1. Add the Guided Assistance explorer to your configuration list for the Configuration button. See Create a Navigation Set for the Administrator.
2. Assign guided assistance permission to profiles. See Assign Guided Assistance Permission to Profiles.
3. Create guides for your agents or customers. See Create or Edit a Guide.
4. To display a guide to agents, add the Guided Assistance control to a workspace selected in the agent profiles. See Guided Assistance Relationship Item.
5. To display a guide to customers, add the GuidedAssistant widget to the Customer Portal.