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Knowledge articles are a vital resource for service teams, offering comprehensive solutions to common issues and facilitating efficient problem resolution. These articles empower service agents by providing quick access to accurate and detailed information, reducing the time spent searching for answers and allowing for faster response times to customer inquiries. By consolidating expertise and successful troubleshooting strategies, knowledge articles enhance the overall quality of service, ensure consistency in customer support, and help maintain high customer satisfaction levels. Additionally, they serve as a valuable training tool for new team members, ensuring a consistent knowledge base across the organization. Using generative AI embedded in Oracle Service to create knowledge articles minimizes the burden on service and product teams who find crafting these assets time-consuming and helps build a repository of valuable tribal knowledge to help customers and agents resolve issues faster.
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15 окт 2024
