Published at: 2025-10-30
Advanced Intelligent Customer Service
7x24 Intelligent Customer Service
ShareCRM provides 24/7 intelligent customer service to deliver real-time consulting support for Accounts.
picture coming soon:
1. 24/7 Intelligent Customer Service Configuration Guide
Note: The first step in setting up intelligent customer service is maintaining your knowledge base.
We recommend comprehensively populating your knowledge base—the more complete and clearly described the content, the smarter the AI will perform. For knowledge base configuration instructions, please refer to the Knowledge Base Configuration Manual.
Configuration path: Online Customer Service → System Settings → Business Management → Advanced Intelligent Customer Service
picture coming soon:
picture coming soon:
On the Basic Settings page, configure the chatbot’s nickname and avatar.
picture coming soon:
Select the bound Agent and configure its applicable scope. All intelligent customer service capabilities are derived from the Agent. For Agent configuration, see “Section 2: Agent Configuration.”
picture coming soon:
Internal Users: Users with internal corporate Roles
External Users: Users with Interconnection identities
Visitor Users: Users without internal Roles or Interconnection identities
Configure Q&A strategies
picture coming soon:
2. Agent Configuration
The 24/7 intelligent customer service currently supports four capabilities: knowledge base queries, service progress tracking, self-service ticket submission, and automated agent transfer. These functionalities are implemented through Agent skills. Configuration details are as follows:
Configuration path: System Settings → Skill Management
Add a Knowledge Base Query Skill
picture coming soon:
picture coming soon:
Add a Service Request Query Skill
picture coming soon:
picture coming soon:
Add a Service Request Creation Skill
picture coming soon:
picture coming soon:
Add an Automated Agent Transfer Skill
picture coming soon:
picture coming soon:
Add an Identity Verification Skill
picture coming soon:
picture coming soon:
After adding the required skills based on your business needs, you can assign them to Agents. The configuration path is: System Settings → Business Assistant Management → Create New Business Assistant. After completing basic information, add skills to the Agent.
picture coming soon:
picture coming soon: