Business-to-Business Customer Service Demo

Knowledge Base Self-Help

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Request Support from Knowledge Tool

If Carol is not able to find a solution in the knowledge base, she could request that support contact her right from within the knowledge tool by clicking on "Can’t Find What You Need?". When she does this, she sees a pop-up window requesting her contact information. This automatically creates a service request ticket that includes all of Carol’s previously entered search criteria. This search criteria history helps the Customer Support Representative (CSR) understand what Carol is looking for without having to ask her all the details again. If Carol does not have an existing customer profile in the system, then Giva eCustomerService automatically creates a profile.

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