We had the following question come into the Q&A Show regarding Agent Assist and I wanted to post the answer.
Question: I viewed the Q&A about Agent Assist but have a couple questions. Our organization uses ServiceNow to house documentation agents use as resources during their calls with customers. Is there a way to connect PureCloud with ServiceNow during Agent Assist? Our concern is that if we can only use PureCloud to link documents during Agent Assist, then we would be creating and maintaining duplicate documents/work instructions, which we wouldn't want. It's my understanding that we would also need Genesys Cloud to utilize Agent Assist, we have version 3 of PureCloud, what would the cost be to sign up for Genesys Cloud?
Answers:1) Regarding knowledge, for our Native Agent Assist, knowledge needs to be copied into Knowledge workbench, very soon this year we will have the ability to import knowledge using JSON or API. Later this year we will have connectors available to be able to consume knowledge from some of the most common Knowledge Bases. Pricing information will be shared upon release.
2) PureCloud is Genesys Cloud or Genesys Cloud CX. There was a rebranding across Genesys products that happened about two years ago, but sometimes the old name is still used. So if you are on "PureCloud 3" you are on Genesys Cloud 3.
Hope this helps!
Best,
Matt and Mike
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Matt Lawson
Genesys - Employees
Online Community Manager
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Original Message:
Sent: 06-16-2022 14:18
From: Nicole Milliken
Subject: Genesys Cloud Q&A Show: Agent Assist
In this new episode of the Q&A Show, we talk with some experts, @Sean Rooney and @Michael Ray, about Agent Assist and why Genesys' version really stands out. Then, @Jane Hendricks teases a new DX Beta that is hot off the press. Finally Nicole, the new Online Video Specialist, sees if she can get to know the DX Team and learn their favorite DX features in 3 minutes or less. Do you think she can beat the buzzer?
After you watch the episode, join us in the Trivia Tower community for week three, where the WEM team has sent in some really great questions for you to scratch your head over.
Episode Chapters:
0:00 - Intro
1:30 - Meet the Experts (Agent Assist)
13:24 - Demo
23:10 - New Beta Alert
34:56 - Meet The DX Team Video
38:49 - Outro
Thanks for tuning in!
#GenesysCloudCXQAEpisode
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Nicole Milliken
Genesys - Employees
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