Decision tree / customizable help
in progress
Mor Saban
I want to be able to provide users with the exact help they need, based on the specific scenario they are experiencing or the unique combination of settings they have.
For this, I'd like to create a decision tree, that will lead the user eventually to the best possible help content for their scenario.
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Kees Kruip
Dear Shakeer,
Thank you for your response, and great to hear that the feature is in progress. We look forward to the demo.
Kind regards, Kees
Shakeer Hussain S
in progress
Shakeer Hussain S
Merged in a post:
Decision Tree in Knowledge Base Article
Kees Kruip
Description:
We request a feature that allows the creation of a decision tree within a knowledge base article. This will help customer service agents systematically arrive at the correct answer. (not the same as the ticket deflector)
Desired Functionality:
- Ability to add multiple answer options per step (not limited to two choices).
- Clickable sentences as answer alternatives, allowing intuitive navigation through the decision tree.
- A visual representation that clearly shows selected choices and next steps.
Benefits:
- Faster and more accurate responses for customers.
- Reduced search effort for agents, leading to lower AHT.
- Consistent handling of customer inquiries.
This feature will enhance the efficiency of the knowledge base and improve agent support.
Shakeer Hussain S
Hi Kees - Thanks for sharing your feedback! Your requirement aligns perfectly with what we’re building, and we’re planning to roll it out in our upcoming release. We’ll keep you updated once the feature is ready for testing.
However, I’d like to clarify that in the initial phase, the decision tree will be introduced as a separate module, similar to API documentation. Embedding a decision tree within an article is not part of Phase 1 but is planned for the next phase.
We’ll keep you informed on the progress and would be happy to give you a demo once the feature reaches a stable stage.
Thiru
under review
Thiru
Thank you Al Boyle for sharing details about Ticket Deflector. Mor Saban request you let us know if that fulfills your needs and in case of any concerns in setting up, kindly let us know. Thank you.
Al Boyle
Mor Saban You might find ticket deflectors helpful for this. You can find them under Settings > Knowledge Base Site at the menu's bottom.