Skip to main content

I’m tinkering around with using Knowledge Triggers from the browser extension on Salesforce for a call centre client. For some reason, the don’t get triggered when I am on a call (using SF Service Cloud Voice), even though the right keyword is there on the SF screen, but as soon as the call ends, the trigger shows up. Any ideas why this happening? 
 

It’s an important one cause we want to be able to surface the right Guru articles for their call centre agents while they are taking calls, so using the keywords on the SF screens to try and trigger this. Any help is much appreciated! 

Hey Shravan! Great question - Knowledge Triggers will appear as long as the specific fields that you have defined consistently appear on the screen. Unfortunately, Guru does not support Knowledge Triggers over live chat or fields that are inputted or selected from a dropdown menu, which sounds like it may be the case here. If this is not the case, let me know and I can always escalate this as a support ticket to dive into deeper! 

Hi Caroline, thanks for the response. So the issue I am facing is that the trigger does work on the right keywords on the Salesforce pages when I am not taking a call, but if I am on a call, then even though the core URL is the same, the trigger doesn’t work - so it seems the Trigger is not able to read the page for some reason when a call is in flight? If this could get working, it would be super powerful for any call centre clients!

Reply


Terms & ConditionsCookie settings