A support agent needs troubleshooting instructions
- The need
- A customer describes a problem and the agent needs the approved service guide.
- How does the product help?
- Ask a question to search added guides the agent is allowed to read. Review the explanation, its reference and currency before using the answer.
- The practical result
- Information to help the agent respond. If sources are insufficient, consult a specialist. Search does not automatically change the customer’s account or repair equipment.
