What the support agent does
- Finds the knowledge-base article for the customer's question.
- Drafts the operator's reply and names the article and section.
- Separates a question the base does not cover from one an article already answers.
- Keeps the steps and tone of the company's script.
What goes into the support brief
- Knowledge-base articles.
- Front-line scripts.
- Known errors and workarounds.
- Escalation rules.
What an answer looks like
The answer is wording for the customer or the operator, plus the source: article title and section. When no article covers the case, the agent says the base does not contain it and shows the escalation rule if the brief has one.
Questions about the support agent
Does the agent send the reply to the customer?
The agent drafts the reply from the base. Sending it stays with the operator when the policy says so.
What happens to a question that is not in the base?
The agent says there is no article and does not build an answer from general knowledge.
Do notes on articles count?
Yes, when the company included those notes in the brief.
Does the agent replace the operator?
The agent covers answers the base already describes and leaves cases without an article to a person.