Overview

To enhance customer self-service, incorporating step-by-step troubleshooting workflows into knowledge base articles can be highly beneficial. These interactive elements guide customers through a series of instructions, enabling them to resolve issues or accomplish tasks more easily.

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When customers can follow clear and concise instructions in a guided manner, they are more likely to successfully address their concerns or complete desired actions.

Embedding Guided Workflows in Knowledge Base Articles

1. Open the desired knowledge base article in the edit mode or create a new article.

2. Click the Addition icon on the left and select Guided Workflow.

3. From the list of deployed guided workflows, choose the desired workflow. Upon selecting the workflow, provide a Title that will be displayed to users when they access the knowledge base article.

4. Enable Render Inline to open the guided workflow directly within the article, eliminating the need to navigate away to a different location.

5. You will be able to edit or delete the guided workflow once added.

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6. After being published, the embedded guided workflow will appear within a knowledge base article on the community or live chat as a clickable button. When users click on this button, the workflow will be executed, allowing them to follow the step-by-step instructions provided.

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