Adding SmartAssistant suggested answers

SmartAssistant is a tool in RightNow Service that helps you find solutions to customer ques­tions. SmartAssistant evaluates the language of a customer’s question and suggests possible answers. You can then insert either a link to the answer or the actual text of the answer into your response.

To add SmartAssistant suggested answers:

1	Click the Smart Assistant button on the Messages tab. A list of possible answers is dis­played.

2	To include the text of an answer in the response, click Add As Text in the Action column.

You can also enter answer text if you know an answer’s ID by pressing F9 from the incident response on the Messages tab, typing the Answer ID number in the Append Answer Text window that opens, and pressing Enter.

3	To add an answer’s URL link to the response, click Add As Link in the Action column on the right.

4	To print the suggested answer, click Print in the Action column. The Print Dialog window opens, displaying the answer as it appears on the end-user interface.

5	Click the Close button to close the SmartAssistant window.

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