Agent Helper Actions: Using AH in Salesforce Service Console

With all the necessary details from the Overview section, support agents are now well-equipped to take the appropriate action. Agents can use the AH console to perform all the tasks required to effectively handle a case, including sharing a pre-defined response for sharing as the first response (case acknowledgment), Knowledge articles, replying to case owners, and finding related cases and the best subject matter expert for the case.

When agents switch to the Actions section, they can see four elements in the console:

  • Response Assist

  • Top Related Articles

  • Top Related Cases

  • Top Experts

Fig: Snapshot of Response Assist screen in the Agent Helper console.

Response Assist

Response Assist is a feature that leverages large language models (LLMs) to automate and enhance the generation of case responses. It is designed to generate case responses efficiently and effectively. Also, it uses SearchUnify’s FRAG-powered search to find the best-suited help articles to be shared with the customer for reference.

Response Assist functions as an intelligent assistant by automating routine tasks, suggesting relevant information, and drafting potential responses.

You can use to edit the response generated by LLM, click on to copy the response to the clipboard, and select to regenerate the LLM-generated response. Whenever there’s a new comment on a case, an orange dot appears on the regenerate button , letting agents know they can use regenerate to see the updated summary.

Set Your Tonality: Customizable Tonality and Style

Agents can set the desired tone by selecting their ideal profile or create their own by setting the tone for their profile (e.g., formal or casual, direct or indirect, polite or assertive) and style (e.g., brief or detailed) for the response. The LLM will generate a text that matches these specifications. This ensures that the response aligns with the brand’s voice, the case's specific context, and the recipient's preferences.

Fig: Snapshot shows the Set your tone screen in Agent Helper console

By leveraging Response Assist, organizations can enhance their case management processes, improve response times, and maintain a consistent communication style; all this while reducing the manual effort required to handle each case.

Top Articles

This section displays the knowledge base articles you can share with a customer to solve the case at hand. For example, imagine you're trying to fix a broken website. You find a problem with some code. Top Related Articles shows articles that might help you solve the issue. There is no need to launch a search client and look it up.

Fig: Snapshot shows the Top Related Articles screen in Agent Helper console

Clicking the title opens the article in a new Salesforce tab. You can also see the author's name and the number of times the article has been shared or linked with past similar cases.

The articles are listed by relevance, with the most relevant article occupying the top row. With Sort By, you can pull articles based on three parameters: 1) Last Updated, 2) Most Attched, and 3) Top Agents.

Along with the author's name, a profile picture, and a green or gray light are also displayed. This light indicates the author's status; active Salesforce users are considered Active while suspended users are considered Inactive.

Top Related Cases

This section contains cases similar to the one you have at hand. For example, If you're dealing with a case where the problem is caused by a code-related issue, Top Related Cases show other cases (both open and closed cases) where people have encountered the same issue. There is no need to launch a search client and look up.

Fig: Snapshot shows the Top Related Cases screen in Agent Helper console

For most users, Closed Cases is an extremely useful feature. Check Closed Cases to find the closed related cases. A solution to your current case is likely to be there.

Use Sort By to filter cases by Case Creation date and Top Agents. In the default state, the cases are listed by relevancy. The most similar cases are presented first. Click the View button to open the case in a new Salesforce tab.

If the case subject is truncated, hover on to the subject to view the complete title.

Top Experts

In this section, you can find the support agents who have worked on cases similar to yours. Each expert has a profile, role, team, and platform (Salesforce) listed.

Fig: Snapshot shows the Top Experts screen in Agent Helper console

To learn about the number of cases an expert has helped solve, see the number of Similar Cases Resolved and Total Cases Resolved. This count is based on the closed cases in which the agent was assigned as an expert.

Click to copy the email ID of the support agent. The email ID can be used to contact the agent.

Another method to seek expert help is to use Case Swarming via Slack. Read more about it on Agent Helper-Slack Integration: Solve Cases Faster with Case Swarming.

Feedback (Thumbs Up and Thumbs Down)

A thumbs up and thumbs down feedback feature is now available for the Response Assist section in the Actions tab.

Support agents can like or dislike the output generated by the Agent Helper app. This helps the admins measure the usefulness of Agent Helper for their support reps.

You can view the analytics report in the Search Analytics > Agent Helper Analytics > Feedback Analysis section.