What kind of data does the Community 360 Component help agents understand?

The Community 360 Component is designed to provide agents with a comprehensive view of customer interactions and engagement within the community. This component offers insights into knowledge article engagement, showing how customers interact with specific articles, as well as the history of cases associated with the customer. This data is invaluable for agents as it allows them to understand not just the immediate issues at hand, but also how customers have previously engaged with both content and support, thus enabling more informed and tailored interactions.

By having access to knowledge article engagement, agents can identify which articles are beneficial and frequently referenced by customers, helping to improve self-service options and streamline case handling. Additionally, understanding the case history allows agents to see past interactions, which aids in providing a more personalized service and can potentially lead to faster resolution times.

This holistic understanding of both knowledge usage and case backgrounds empowers agents to address customer needs more effectively, making it a critical function of the Community 360 Component.