There are some things that you do over and over again in your organization, like using a guided path to check for browser compatibility, a macro to send a standardized email, or even just a piece of text that provides users with the contact information for your support organization.
You've probably had the experience of copying a common piece of content into many places: it's fine until you need to update it! Then you have to go find all the places where it's used and make the update who-knows-how-many times. A simple change to your hours of operation can take a whole day to update. And if you miss any of the places, then your customers get confused and mad.
"Chunking" content saves you that frustration and annoyance. Chunking content is breaking it up into little self-contained bit that you store centrally and reuse wherever you need them. That way, when you need to update a detail, you can go to just one central place to make the change and it flows automatically to all the places where that chunk was reused.
Support.com offers a variety of ways for you to chunk your content so you can keep things consistent and efficient. For example:
- Default Guided Path
- Guided Path Shortcuts
- Macros inside Salesforce and Zendesk
What is a Default Guided Path?
Simply put, you choose a Guided Path to be the Default Guided Path, and the system drops agents into it as soon as they start a session. You can set up this starter Guided Path to include those initial steps that you always do every time you talk to a customer, and that way you don't have to re-create those initial steps in every Guided Path. This feature becomes even more powerful when you combine it with Guided Path Shortcuts.
What is a Guided Path Shortcut?
A Guided Path Shortcut is a button inside a Guided Path to launch another Guided Path. By using Guided Path Shortcuts together with the Default Guided Path, you can help the agent in the selection process of the next Guided Path and streamline your work processes even further.
Guided Path Shortcuts are available whether you're using Support.com by itself or with a customer service app like Salesforce Service Cloud, Zendesk, or Netsuite.
What is a Macro?
A Macro is an automation tool in Salesforce Service Cloud and Zendesk. If you're using Support.com integrated with either of those customer service apps, then you can include a macro in your Dynamic Decision Points to automatically launch a particular email template for the agent to update (if necessary) and send at a certain point in the Guided Path.
Choosing a Default Guided Path
Follow these steps to get to the screen where you choose a Default Guided Path:
- Log in to your Support.com account.
- Select Admin in the Navigator bar at the top of the screen.
- Select Content>Default Content.
The Default Content screen appears.
From here you can enable the Default Guided Path functionality and choose the Guided Path that you want to be the default. The one you choose must be published, and if you unpublish it after you choose it as the default, then this feature will automatically be disabled until you re-enable it and choose a new Guided Path.
Adding a Guided Path ShortcutFollow these steps to add a Guided Path Shortcut to another Guided Path:
- Log in to your Support.com account.
- Select Designer in the Navigator bar at the top of the screen.
- Select Content and edit the Guided Path where you want to add the Guided Path Shortcut.
The Guided Path you selected appears.
- Edit the path and then the step where you want to add the Guided Path shortcut.
- Use the Insert shortcut to a new Guided Path button on the editor toolbar.
If you have questions about using this feature or need help implementing it, contact the Help Desk.