I am trying to find out if there is a standard module that can provide below functionality. I copied the below functionality from a vendor website as it seems that they are describing what I need.
Is this functionality available in any of the 3 editions?
Guided Assistance Overview
Guided assistance provides the ability to walk an agent through a series of questions to troubleshoot and reach an appropriate answer/solution. It is built for quick trouble-shooting and can be used in combination with broader agent scripting capabilities.
Key Capabilities Of Guided Assistance
- Designer enables quick creation and editing of decision trees
- Images and HTML can be added to questions
- Trees or branches can be reused and copied into other trees
- Preview mode enables designers to walk through the agent experience
- Customer responses are stored on the incident record for review
- Answer searches return both answers as well as decision trees
Why Guided Assistance Matters To You
- Enable consistent handling of complex customer issues regardless of agent experience level
- Model the best practices of your best agents
- Improve First Contact Resolution (FCR) by guiding the agent to the right answer – the first time
- Improve the customer experience by enabling faster resolution, fewer transfers