Agent Assist FAQ

TABLE OF CONTENTS

• 1. How is Agent Assist different from AgentSX?
• 2. Which CRMs are supported by Agent Assist?
• 3. How is write-back handled, and how long does it take for case updates to reflect in the CRM?
• 4. Can agents respond to customers and add notes without UWF?
• 5. Are all AgentSX features available in Agent Assist?
• 6. Are there any known limitations?

FAQ

1. How is Agent Assist different from AgentSX?

AgentSX is a standalone product built independently of CoreSX, directly integrating with Salesforce APIs. It allows customers using Salesforce as their CRM to get started quickly by setting up an SSO connection and logging in with Salesforce credentials.

In contrast, Agent Assist is an add-on to CoreSX, leveraging imported CRM data to deliver advanced Agent capabilities.

2. Which CRMs are supported by Agent Assist?

Agent Assist supports all CRMs that are integrated with CoreSX, as it relies on imported case data. CoreSX is a prerequisite for using Agent Assist.

3. How is write-back handled, and how long does it take for case updates to reflect in the CRM?

Write-back is managed through the Universal Write Back Framework (UWF). Updates typically sync back to the CRM within 5–15 minutes.

4. Can agents respond to customers and add notes without UWF?

Yes, agents can respond and add notes using the current custom object-based write-back.
However, we recommend migrating to UWF for full Agent Assist functionality, as the new Salesforce plugin with agent-specific widgets does not support custom object-based write-back.

5. Are all AgentSX features available in Agent Assist?

Most features are available, but there are a few differences:

• Not Supported: Inline images, hyperlinks, and attachments (attachments and hyperlinks are part of enhancements).
• Exclusive to Agent Assist: Enhanced Case Summarization, Tonality support, and advanced widgets are only available in Agent Assist.

6. Are there any known limitations?

There are no major limitations, but note the following:

• Agents can only view their cases and unassigned cases. For access to all cases, they need access to the "Backlog" page, which can be scoped to specific fields.
• Agent Insights are limited to insights directly related to the agent in question.