Interview Types In B2C Service

Interviews for contact center agents are:

• Used to give agents the ability to run an interview on behalf of a Contact who is currently engaging with the agent
• Used to route incidents or determine case eligibility, priority and so on

Interviews for Customer Portal users are:

• Used for providing customer advice, with existing information pre-filling some answers
• Used for case initiation, where answers and decisions are saved to B2C Service and create new incidents
• Used for change of circumstance reporting, where an existing Contact record or related information is updated

Interviews for anonymous users are:

• Used for providing general advice (for example, calculators)

Multi-channel interviews, where a single Intelligent Advisor interview is deployed for the different user types, are:

• Used to load and update Contact and related information in:
  • Customer Portal interviews,
  • Service Console Contact workspace,
  • Any Service Console workspace with a relationship to Contact
• Used for Customer Portal interviews even if no contact is logged in
• Used to create new records related to Contact for unknown or new users
• Used for providing the same interview experience and consistent advice for call center staff, self-service customers and anonymous users