When your customers need to solve an issue, they don't want to sift through a lot of support content that doesn't apply to them. With the artificial intelligence behind Dynamic Decision Points, your users can get to resolution faster because the Self-Support Feature now serves up only the relevant support content.

What is a Dynamic Decision Point?

A Dynamic Decision Point is a feature available as part of a Guided Path. The Dynamic Decision Point pulls in information from another business system--like your CRM, billing or warranty system, or telemetry system--about the specific user you're talking to. It uses that information to decide automatically which branch of the Guided Path to follow. For example, it could pull in the user's product information from your CRM and go down the branch of the Guided Path for that product.

With this release, this AI feature is no longer limited to just agents. Now users can also enjoy solving problems faster and easier by following Guided Paths with Dynamic Decision points in your Self-Support site.

What does it look like to the user?

When the user starts a Guided Path in the Self-Service interface, they see the list of steps in the Guided Path. But if the Guided Path contains a Dynamic Decision Point, they see the steps up until that Dynamic Decision Point, which is represented by a question mark.


When the user gets to that question mark step, the system grabs the information real-time from the other business system and chooses the correct path. Then this step indicator is updated to show the steps up until the next Dynamic Decision Point.

If you have questions about Dynamic Decision Points or the Self-Support Feature, contact the Help Desk.