Agent Helper for Support Agents

Agent Helper is an app that enables support reps to solve cases quickly by presenting several key pieces of information right on a case page, including customer sentiment, related cases, recommended articles, and recommended experts. Using this information, support reps can custom-handle each case, improve CSAT, and avoid escalations. This article walks you through installing and configuring Agent Helper.

Prerequisite

You should have a Salesforce search client configured that is linked to a Salesforce content source.

Installing Agent Helper

1. Go to Apps and open Install New App.

   

2. Install Agent Helper.

   

Configuring Agent Helper in Salesforce Console

Once you have installed the Agent Helper app, you can see it under the Apps section.

1. From the admin panel, expand the Apps section and click Agent Helper.

   

2. Click Add New Configuration.

   

3. Select Salesforce. This is where Agent Helper is going to be configured. NOTE. Zendesk is not yet supported.

   

4. Select the Search Client and you will see two additional fields popped-up on the screen: Select content source and Select fields. Choose a content source from a drop-down list in the Select content source and select fields from a drop-down list in the Select fields field.

   

5. There are two additional fields–Search client for search within Agent Helper and Search client for Citation search–to select the search clients you want to use to for "search" and "Citations". Both the fields are optional and are helpful in case you want to use another search client (different from the Salesforce search client that you selected for Agent Helper) for getting search results and citations for SUGPT-generated responses.

   

5. Click Next.

6. You will now land on Data Conditions. It is optional but you can use this to further refine training data. For instance, in the next image you can see the settings if your goal is to train Agent Helper only on cases whose account ID series is less than 5415 and Account ID is greater than 14.

   

7. Scroll down and you will see Field Logic section. You can use field row numbers using operators AND, OR, and NOT. For illustration, an example is given under the Please enter logic field - (1 AND 2) OR (1 AND 3).

   

8. Once done, click Complete. You have successfully configured the Agent Helper and will see it on the Agent Helper page.

   

After you have configured the Agent Helper, click Train to complete the training model. You can also use the toggle to enable/disable the Agent helper app.