Vlocity Facts #48 || Business Use Case: Case Creation with the help of knowledge Article In Omniscript.

When customers raise cases via a portal, Knowledge Articles help provide quick, relevant solutions. By suggesting articles related to the issue, customers can often resolve problems themselves. This improves self-service, reduces support load, and enhances overall efficiency. Knowledge Articles also ensure consistent and accurate solutions. Continuous updates keep the knowledge base relevant and helpful.

Refer this link for setting up the Knowledge Article in OmniScript : 
Omniscript to Display Knowledge Article

Once you have successfully configured the Knowledge Articles in OmniScript, follow the steps below to fully implement the business use case.

1. In Omniscript navigate to the step and configure the fields according to your requirement.
2. Navigate to the knowledge options properties of the step element.
3. Copy the 'Subject' Element name and paste it in the "Keywords'.
4. If Customer/User was not satisficed with the knowledge article ask them to create the case in salesforce, display the CaseDetails step based on condition.

For user friendly you can add close button [Navigate Action] in Step and display that button based on the conditions to closed the Omniscript are navigate back to records or Home page if they are satisficed with the articles.

Output:
What ever user entered in subject field it will search for those values and display relevant articles.

If user not satisficed with the result they will opt to create a case.
Next button is getting displayed based on the "Yes" Or  "No" options.








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