Customer loyalty starts with quickly responding to your customer’s needs. When it comes to resolving open support cases, time is of the essence. Time spent searching for answers adds up and creates inefficiencies in resolving cases at scale. Relevant answers need to be a few clicks away and easily accessible for agents directly from their service console. We will explore how Lucidworks’ Agent Insights application automatically connects agents with the correct answers and resources. You’ll learn how to: -Configure a proactive widget in an agent’s case view page to access resources across third-party systems (such as Sharepoint, Confluence, JIRA, Zendesk, and ServiceNow). -Easily set up query pipelines to autonomously route assets and resources that are relevant to the case-at-hand—directly to the right agent. -Identify subject matter experts within your support data and access tribal knowledge with lightning-fast speed.

1. Drive Agent
Effectiveness in
Salesforce
Max Bell, Senior Sales Engineer
Paolo Padua, Product Marketing Associate

2. Today’s Speakers
Paolo Padua
Product Marketing Associate
Max Bell
Senior Sales Engineer

3. 3
3
Customer Service Solution
Better serve customers in the moment
Putting the right information in front of agents with fewer clicks
Improve support calls
Shorter wait times and a more engaged support
Reduce redundancy
Identify and resolve duplicate tickets at scale
40%
REDUCTION IN
SUPPORT CASE
LONGEVITY
91%
REDUCTION IN TCO
311%
INCREASE IN SELF-
SOLVE RATE

4. Customer support teams need an automated approach
in finding relevant resources based on case intent.

5. Uncovering contextual meaning at data ingest and
index is key to relevance over time.

6. ● Increase agent effectiveness and
improve time-to-resolution
● Effortlessly scale knowledge across
platforms from your case view page
● Identify subject matter experts,
similar cases, and knowledge content
● Execute a free form search for
additional information
● Available now in the Salesforce
AppExchange
Agent Insights on
Lucidworks Fusion
Personalize knowledge discovery for
customer support teams using Salesforce

7. Agent Insights Roadmap
Case deflection & agent productivity
Salesforce Community
● Case Creation
Recommendations
● More Signals and
Machine Learning
● Facets
● Search Result Feedback
Salesforce Community
● Search
● Typeahead
● Signal Capture
Salesforce Agent Plugin
● Customer Journey
● Customer Feedback
● Email KB to customer
● Attachments to Case
● Facets
● Opportunities Object
Salesforce Agent Plugin
● Search w/ Typeahead
● Recommendations
● Subject Matter Experts
● Signal Capture
● KB and Case Object
Zendesk Agent Plugin
● Search w/ Typeahead
● Recommendations
● Subject Matter Experts
● Signal Capture
● KB and Case Object
1st Half of 2022
* Roadmap Subject to Change
Current 2nd
half of 2022

8. Lucidworks Customer Support 360
The role of
the support
center
Web
Content
Q & A
Forums
Knowledge
Base
Incident
CRM
Agent
Guidance
Privacy &
Complianc
e
Search &
Browse
Salesforce
Fusion Agent
Plug-In
Smart Answers
Salesforce
Community Portal
Interaction
Analytics
Sentiment
Recommendation
Passive Deflection
Connectors
Case deflection & agent effectiveness
Active Recommendation

9. customer
business user
application administrator
customer support rep
Many perspectives, one platform...

10. Fusion can provide insight for many use cases.
A few examples…
Call Centers:
Improve agent effectiveness with
fast answers and recommendations
Self-Service Portals:
make support sessions more interactive
for higher resolution rates
Call Deflection:
free support team to focus on the harder
problems
clip: help desk
https://www.youtube.com/watch?v=BqnFnWSYzaQ

11. Demo

12. Q/A

13. THANK YOU
THANK YOU