FINS BIAN Interactive Help Process API

Examples of Use

A new customer servicing representative obtains guidance for a product fulfillment issue raised during a customer contact

Role Definition

Operate the automated facility that provides interactive help and guidance for servicing to employees and self-service customers. The facility automatically determines the context for the help request and selects stored guidance that is presented to the user. The initial selection can be dynamically refined by the user to focus in on specific requirements as necessary. User feedback as to the content and coverage of the guidance can be captured

Related Business Scenarios

EXECUTE INTERACTIVE RETENTION CAMPAIGN

Core Business Object

INTERACTIVE HELP SERVICE

Key Features

• Maintain context specific guidance
• Select and present context specific guidance
• Refine guidance selection criteria
• Capture feedback with regard to guidance coverage and usability/quality

Customers can use this integration template to accelerate implementation.