Intelligent Advisor Interviews in Knowledge Articles

You can include Intelligent Advisor interviews in knowledge articles.

Adding interviews to articles enables knowledge users to get answers about policies and other business processes by answering guided questions directly in the body of the article itself. Interviews that are embedded in articles are available to agents working in service requests, and to self-service users of My Knowledge and other knowledge solutions.

Authors can add interviews when they create or edit articles. When authors or reviewers open the article in the authoring application, they will see the interview just as self-service users will. Self-service users can view an article and respond to the embedded interview questions. Their responses are processed by the intelligent advisor application in real time, enabling them to complete the interview to answer their question and resolve their issue.