365 Virtual Agent for Support

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🤖 Using the 365 Virtual Agent for Support

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The 365 Virtual Agent is designed to help you quickly find answers and resolve common issues by searching our extensive knowledge base. Here’s how you can use it effectively:

🔍 Ask a Question

You can enter your question in the chat box at the bottom of the virtual agent window. For example:

"How do I create a BC work order?"

The virtual agent will search relevant knowledge base articles and begin generating a response on screen.

• Articles used to generate the answer are highlighted and clickable.

• You can open them directly for detailed, self-service help.

✅ Resolve or Escalate

After the virtual agent provides an answer, it will ask:

"Did this resolve your issue?"

• If yes, you’ll be prompted to rate your support experience (1 to 5 stars).

• If no, you can rephrase your question for a better result.

If the agent still can’t resolve your issue after follow-up attempts, it will automatically create a support ticket on your behalf.

📝 Example: Submitting a Ticket

Let’s say you typed in:

"I'm getting a posting date error."

The agent will:

1. Ask for more details.

2. Try again to find a relevant answer.

3. If unresolved, ask again if the issue was fixed.

If you select “No” again, the system will generate a support ticket. You’ll see something like:

Ticket #15441 created.

You can:

• Click the link to view the ticket.

• Add comments and updates.

• Track progress in chronological order.

🔄 Starting Over

To begin a new chat:

• Click the “Start New Conversation” button, or

• Select “Clear Conversation” from the top-right corner.

🙋 Need Help?

If the Virtual Agent doesn’t meet your needs, our Support Team is always available to assist further. Use the ticket generated or reach out directly.