Find Answers Using Guided Assistance

Guided assistance is a powerful tool designed to step you through a series of questions and direct you to answers and text responses you can offer your customers.

As you work with customers on the phone or respond to incidents, you can quickly find the information that best helps your customers. Guided assistance steers you to the information based on your answers to the questions rather than you having to review SmartAssistant answers or search the knowledge base.

Before you can use guided assistance to work with incidents, your administrator must have enabled the tool on your site, created guides for you to use, and added the Guided Assistance control to the incident workspace you use.

Guided Assistance Window Buttons

Button	Description
Expand Navigator	Select this check box to open a panel on the left that displays all the branches used in the guide.
Navigate	Click this button after selecting a question or response on the left panel. The contents of the question or response are displayed on the right panel.
Search for a Guide	Click this button to search for a guide.
Select a Guide	Click this button to select a guide.
Add Text to Thread	Click this button to add the text of the current question and response to the incident thread.

1. Open the incident for which you want to use guided assistance.
2. To select a guide from a list, click Guided Assistance and click Select.
   The Select a Guide window opens.
3. Select the guide you want from the list.
4. Click OK.
   The Guided Assistance window opens.
5. To search for a guide, click Search for a Guide. The Search for a Guide window opens.
   Note: Before searching for a guide, you should fill out the associated incident’s product and category. Only guides that have been associated with an answer can be searched.
   1. Define search terms by selecting drop-down list options or entering phrases in a text field.
   2. Click Search.
      A list of guides that match your search criteria displays.
   3. Select the guide you want to use and click Select.
      The window closes and the questions in the guide are displayed.
6. Answer each of the questions that are presented in the guide until you reach an end point, which is in the form of a knowledge base answer or a text explanation.
7. If the results provide answers from the knowledge base, you can add a link to an answer or the text of the answer in the incident thread, or you can view an answer.
   1. To add a hyperlink to the answer in the incident, click Add as Link.
   2. To add the text of the answer to the incident, click Add as Text.
   3. To view the answer, click View.
8. Click Close.