Show the right answer at the right time

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Right answer at the right time

While working on a customer case, agents often need access to the knowledgebase to give the right answer. Oracle Service Cloud makes this easy by offering contextual answers while your agents are working on a case.


  • Contextual search based on subject and content of the customer case
  • Easy access to other related knowledgebase items
  • Adding the answer to the case in 1 click
  • Instant feedback on answers in the knowledgebase


Any customer on the November ‘16 or higher version of Oracle Service Cloud can use this functionality. All you need to do is install an add-in that will be active in the incident workspace of the .NET Smart Client.

Would you like to get this feature? Contact us for help!