Author Interviews
After Interviews is successfully set up, you can now author Interviews to author guides and intake forms.
The type of interviews you can create will depend on the templates available to you, For example;
- Using the Troubleshooting template, a Service manager can create a troubleshooter for use by agents or on your organization's website to help resolve common issues. For example, a customer is facing a "no sound" issue on their laptop. You can use Interviews to create a troubleshooting content for resolving the "no sound" issue on your customer's laptop, using the Troubleshooting Template.
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Using the Grievance template, a HR Help Desk manager can guide a HR Help Desk agent on how to handle an employee grievance according to policy guidance, ensuring information is correctly collected and specific advice is provided for the circumstances. For example if an employee is concerned that they have been repeatedly passed up for a promotion, the agent can be guided on what information to collect and how to follow up with their manager (or other appropriate process).
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Using the Sales Call Guide template, a Sales manager can provide a Sales agent with a script to follow when conducting a sales call with a customer or prospect. For example, when conducting an upsell sales call, the agent can be provided with a guided questionnaire to understand their specific business needs in that area.
To author an interview, select Interview Definitions from the navigator menu. You will find this under the Redwood Sales, Service or Help Desk menus.
Once on the Interview Definitions page, click on an existing Interview Definition from the list to continue authoring, or select Create Interview to create a new Interview.
Follow the instructions in the examples below to understand how to author each type of interview.