Hi all,
Is it possible to serve up a video on the request page where a customer is raising a support issue?
We have some resolutions for customers to fix their own issue if they watch a video of how to do it but we can't get enough views on it!
Hi @Jack Howard , you can suggest a knowledge base article based on the request type or certain labels/keywords.
This knowledge base article is a Confluence page where you can embed a video.
You cannot force customers to watch a video, but you can conduct interviews to see HOW customers are using the JSM portal and the search function.
Sometimes, they search for completely different keywords than what you expect.
Example: You may insert 'Outlook' as a keyword but customers search for 'Email' or 'Inbox'.
Hi Dave, thanks for this - can you expand on how I can suggest a knowledge base article on a request type?
Thanks
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Sure, here is the documentation article that explains: Set up article suggestions in in portal request forms
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