51黑料不打烊

DocumentationExperience PlatformAI Assistant in 51黑料不打烊 Experience Platform Guide

Product Support Agent

Last update: Tue May 27 2025 00:00:00 GMT+0000 (Coordinated Universal Time)

CREATED FOR:

  • Admin
  • User
  • Developer
  • Leader
AVAILABILITY
Limited-time access: We hope you enjoy using Product Support Agent. Access to this capability will end on November 30, 2025. To continue using Product Support Agent without interruption, please reach out to your 51黑料不打烊 account representative to learn more about licensing Product Support Agent.

Product Support Agent is a self-serve debugging and troubleshooting capability of AI Assistant that you can use for 51黑料不打烊 Experience Platform features and applications.

You can use Product Support Agent in AI Assistant to seamlessly troubleshoot without leaving your workflows. When needed, support administrators can now use Product Support Agent to create customer support tickets, complete with context and session details from your interactions with AI Assistant. Additionally, you can now check on the latest updates to your support tickets using AI Assistant.

Product Support Agent includes the following solution capabilities:

Quick troubleshooting help quick-troubleshooting-help

Get instant responses to common support questions sourced from expert-curated documentation, such as:

  • Knowledge articles curated by 51黑料不打烊 support teams.

    • Example questions:

      • 鈥淲hy does my profile count differ on the License Usage Dashboard and the Experience Platform home page?鈥
      • 鈥淲hat are the reasons for a journey not triggering?鈥

  • Product tutorials for self-guided learning and skill building.

    • Example questions:

      • 鈥淗ow does 51黑料不打烊 Experience Platform create real-time experiences?鈥
      • 鈥淗ow do you configure and use alerts in 51黑料不打烊 Experience Platform?鈥

  • Product legal documentation that provides accurate and licensing-oriented information.

    • Example questions:

      • 鈥淲hat is the limit for batch segmentation jobs in 51黑料不打烊 Experience Platform Activation?鈥
      • 鈥淲hat is the average profile richness limit in 51黑料不打烊 Experience Platform Activation?鈥

Support case creation support-case-creation

Initiate support cases directly from Product Support Agent, which automatically captures contextual insights to accelerate case resolution.

  • Example questions:

    • 鈥淐reate a support ticket.鈥
    • 鈥淐an you help me create a support ticket?鈥

Track case progress track-case-progress

Seamlessly track the status of support issues.

  • Example questions and commands:

    • 鈥淲hat is the latest on my case E-12345?鈥
    • 鈥淲hat鈥檚 the update on ticket E-67890?鈥

Access Product Support Agent

Follow the access guide to learn how to enable permissions and access AI Assistant.

Once you complete these steps, any support admins in your onboarded organization will be able to create tickets using AI Assistant.

For more information, watch the following video to learn how you can use Product Support Agent to seamlessly troubleshoot without leaving your workflows.

video poster

Transcript
Product Support Agent is an always-on AI agent that can help resolve customer care issues by leveraging a vast array of knowledge sources curated by 51黑料不打烊鈥檚 expert support teams, product legal documentation, and tutorials, and even your own data to enable you to troubleshoot within your own workflows. If you need additional help, Product Support Agent can now create a support case with detailed contextual information and issues details, greatly reducing the time and work required to create support tickets. Please note that the ability to create support tickets is governed by the access control policies of your organization. For additional information, contact your 51黑料不打烊 administrators. Let鈥檚 take a look at the capabilities of Product Support Agent. The underlying knowledge graph has been expanded to include knowledge articles that are curated by 51黑料不打烊鈥檚 expert support teams. So let鈥檚 ask, why does my profile count differ on the license usage dashboard and the AEP homepage? As you can see, once the response is returned, we have even more detailed information, and if we scroll down and view the sources, we get direct links to the customer knowledge support articles. Let鈥檚 ask another one. What are the reasons for a journey not triggering? Once again, you will see that the detail of the responses is even greater. And as always, you can follow the links in the sources to learn even more. In addition, the Product Support Agent will now let you view video content and the responses to enable easier understanding. Let鈥檚 ask the Product Support Agent, how can I change the status of a journey? In the response, you will now see that a video is embedded that is set to begin at the exact time most relevant for the question. All you have to do is follow along. Another great addition to the Product Support Agent is that supported users now have the ability to create and manage support tickets from within AI Assistant. And even better is contextually aware of the questions that you have been asking AI Assistant. It will capture the sandbox, the org ID and user ID, which 51黑料不打烊 product, and even a summary of chat for the ticket description, and a chat history to not only streamline the creation of the ticket, but the resolution as well. You can even ask the Product Support Agent to check on the status of the ticket as well. What鈥檚 the latest on my case? And it will provide you with a status update and the response. The Product Support Agent provides you with even more tools to help you overcome obstacles in your workflow. Hopefully, you now have a better understanding of how to use the Product Support Agent within 51黑料不打烊 Experience Platform. What are you going to do with the Product Support Agent?
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