Resolve Assist – Case Summary & Knowledge Recommendations

Case Summary

What It Does

• Summarizes the issue, history, and current status

Why It Helps

• Faster case understanding
• Easier handoffs
• Less time reading long threads

How It Works

• Generated automatically or on demand
• Marked outdated when new updates arrive
• Can be refreshed anytime

Knowledge Search

The Knowledge Search tab is part of the Assist iFrame / widget that sits inside your CRM (Salesforce, Zendesk, Dynamics, etc.) or inside SupportLogic’s Support Hub. It lets support engineers search across customer knowledge sources without leaving the case.

Within the widget, Knowledge Search allows agents to:

• Search multiple knowledge sources at once
  Supported systems (per the xFind “Knowledge Search Tab” guide:

  • Confluence

  • Document360

  • GetGuru

  • HigherLogic

  • KnowledgeOwl

  • MindTouch

  • Notion

  • Paligo

  • Salesforce Knowledge & Salesforce custom objects

  • Zendesk Articles

Knowledge Summary

Resolve Assist searches across:

• Past cases
• Engineering tickets (e.g Jira)
• Knowledge bases (e.g Confluence, Help Center)

Agents see:

• Suggested resolution approach
• Troubleshooting steps
• Referenced knowledge sources

Recommended Knowledge Sources

Even without Knowledge Summary enabled, agents can:

• View related cases and articles
• Filter by source type

Related Articles

• Resolve Assist – Overview & Agent Workflow
• Resolve Assist – Draft Responses & Response Assist
• Resolve Assist – Knowledge Linking & Draft Knowledge Articles