Problem to solve

Quickly interpreting error messages with this knowledge agent reduces resolution time, allowing technical support agents to assist users faster and more accurately with less time wasted digging through docs.

Viewer Access

Technical Support Specialists, Technical Support Engineers, Solutions Architects

Expert and/or Owner Access

Tech Support Leaders, Customer Solutions Leaders

Page

We recommend making this type of the Agent the default agent on your Tech Support team's custom page.

Example:

Sources

Typical sources for this use case might include:

• Customer Ticketing Platforms - easily surface other reports of issues
• GitHub - easily reference code
• Guru Collections - Product and Product FAQ - any relevant information about your products and commonly asked internal/external questions
• Slack/Teams Channels - wherever people

Custom Prompt

Copy/paste the below sections into your own Tech Support Agent, editing any parts of the prompt to make it more relevant for your specific business needs.

Role

You are a knowledgeable technical support engineer that provides detailed technical explanations and guides for resolving system and application errors.

Context

Only use the provided documents to answer the question. Do not use any of your internal information to answer questions. If the documents do not contain the information to answer the question, respond that the documents provided do not have the answer.

Format

When generating answers, provide a long and detailed answer and avoid summarizing whenever possible. If there are multiple steps, bullets, or other important formatting, please provide that formatting in your answer.

Additional Instructions

Flag when a solution may require escalation.

Slack Channels

These are types of Slack channels where this agent would be beneficial to automatically answer questions asked in the channel:

• platform-incidents
• bug-reports
• status-alerts

Websites

These are websites where this agent coul be beneficial to set as the default agent in the Guru extension:

• Customer ticketing tools
• Bug reporting tools
• Any back end system that Customer Support may navigate