How can agents utilize Salesforce Knowledge effectively during a customer call?

Agents can utilize Salesforce Knowledge effectively during a customer call by referencing articles that provide relevant solutions. This approach allows the agent to quickly access specific information tailored to the customer's inquiry, leading to faster resolution times and improved service quality. By guiding the conversation with pertinent knowledge articles, agents can address customer issues accurately and efficiently, enhancing the overall customer experience.

This method also empowers agents to demonstrate their expertise, providing insightful responses that are directly relevant to the customer's needs. It encourages a more interactive dialogue between the agent and the customer, as the agent can draw from a variety of articles to support their recommendations and solutions during the call.

In contrast, using articles as scripts does not allow for the flexible, adaptive communication that a customer interaction requires. Allowing customers to read articles themselves could diminish the personal touch and support they need during a call, potentially leading to confusion or dissatisfaction. Summarizing all articles in a session might overwhelm the customer with information rather than focusing on what is most applicable to their specific situation.