A. Reduces call volume
When customers can self-serve using knowledge articles relevant to their specific products, they are less likely to open support cases.
Product entitlements ensure they see only what is applicable to them, improving self-resolution rates.
B. Makes it easier for Agents to manage case volume
Customers resolve more issues on their own, reducing inbound volume and allowing agents to focus on more complex or higher-priority cases.
Also, when agents access knowledge filtered by product entitlements, they retrieve the most relevant guidance faster.
C. Allows access to Knowledge Articles that are related to products owned by a customer
This is the core function of Knowledge Product Entitlement — it restricts or grants visibility to knowledge content based on products or assets tied to a user or account.
Ensures customers only see applicable articles, improving accuracy and user experience.
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robinchadwick
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6 months, 3 weeks agoNokoNice
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