Purpose 

SupportLogic Agent Assist and Resolve enable support agents to resolve the cases fast using AI to identify and recommend the right knowledge regardless of where it comes from. 

Assist pulls from product documentation, troubleshooting steps, solution-based articles, blog entries, and even past cases and engineering cases.

Resolve provides precise answers and search results that are context-aware and expedites article creation and updates.

NOTE: This article covers both core and premium feature in SupportLogic.

Summary

Assist and Resolve are made available within SupportLogic Support Hub view, via widgets within your CRM and even your Slack integration with SupportLogic. Assist provides:

• Automatic Case Summarization
• Next Best Action
• Priority Assist
• Knowledge Co-Pilot (KCS Certified)
• Translation/Tonality Assist 

These features can be made available either directly in SupportLogic via the Support Hub or integrated within your CRM via CRM Widgets*.

* Currently, we integrate with Salesforce and Zendesk, but additional CRM integrations are on the way!

Assist and Resolve SupportLogic Salesforce Plugin

The Salesforce plugin has been enriched with Knowledge Copilot which enables agents to efficiently find answers to questions pertaining to resolving the case. 

SupportLogic uses a precision Retrieval Augmented Generation (RAG) technology to search across multiple knowledge sources including past cases, past engineering cases, and identify the right answer to the agent’s question. Besides the knowledge summary that is recommended to the user, users can also browse and review all the relevant search results.

Agent Assist and Resolve features in Salesforce

From within Salesforce, Agents can perform the following actions:

1. Review Sentiments

• See the SupportLogic Sentiment and Attention Scores for the case
• Review the definitions for both scores using the information icon
• Expand the full text from which the signals are detected

2. Generate Actionable Case Summaries

SupportLogic reviews the entire case (all comments, logs, metadata, etc.) and turns all of those elements into a complex query which runs against your knowledge base, internal documents, and previous case history to generate intelligent summaries of the issue, with recommendation on the cause and remedies for your agents.

Case summarization is context-aware and can present summaries based on the persona needs and your workflows.

3. Find Context Aware Precise Answers

SupportLogic uses a precision Retrieval Augmented Generation (RAG) technology to search across multiple knowledge sources including past cases, past engineering tickets, and identify the right answer to the agent’s question. Besides the knowledge summary that is recommended to the user, users can also browse and review all the relevant search results.

4. Act with Knowledge Centered Service (KCS) with Knowledge Co-Pilot

• Preview articles before attaching them to cases
• Make updates instantly to your knowledge base

• Upvote useful articles
• Create new knowledge base articles instantly using the case summarization