What action should be taken to ensure agents only access relevant articles in a multi-country support environment?

Creating geography-based roles to restrict access using data categories is an effective strategy for ensuring that agents only access relevant articles in a multi-country support environment. This approach allows the organization to align support articles with the specific needs and contexts of different geographic regions.

By assigning a role that correlates with a specific geography, agents will have access only to the data categories corresponding to their region. This targeted access empowers agents to find pertinent information quickly and maintain focus on the articles that are applicable to their local customer base. Additionally, this method supports organizational policies by ensuring compliance with regional regulations and operational mandates, such as language requirements or local product offerings.

Using data categories effectively in this manner can lead to improved productivity and a better customer service experience, as agents will be equipped with the most relevant resources for their specific customer interactions. This solution also prevents information overload by limiting the volume of articles that agents see, which can enhance their ability to provide efficient support.