Research an Inquiry

There are many resources you can use in InquiryPoint to research and troubleshoot inquiries. You can:

Find similar inquiries

Search for Knowledge articles

Find similar Inquiries

Review similar Inquiries to see how other associates resolved similar problems. Use their notes, attached Knowledge articles, and resolution notes to help troubleshoot your current Inquiry.

  1. Select Similar inquiries icon. (Similar Inquiries List) from the Inquiry Details pane.

    Similar inquiries tab.

  2. Review the Similar Inquiries List.

    Mave automatically populates the Similar Inquiries List based on the details of your Inquiry. Provide additional information to see more relevant results.

    You can filter the Inquiries in the list by their Inquiry State.

    List of inquiry state filter options. Options include All, Closed, In Progress, New, Pending, Resolved.

  3. Use the Thumbs up. or Thumbs Down. buttons to indicate of the suggested Inquiry was relevant to the Inquiry you are researching.

  4. Select an Inquiry to open it and review the details. The related Inquiry appears in a new tab with the original Inquiry in the Inquiry Details pane.

    Similar inquiry details.

Search for Knowledge articles

  1. Select the Knowledge articles icon. (Knowledge Articles) from the Inquiry Details pane.

    Select View more icon. from the Inquiry Details pane to see the Knowledge articles tab, if necessary.

  2. Perform one of the following procedures to work with related Knowledge articles.

    1. Locate the article you want to read in the Suggested Articles list.

      Mave automatically populates the Suggested Articles list based on the details of your inquiry. Provide additional information to see more relevant results.

    2. Select Read full article.

    Remember to mark Knowledge articles as relevant using the (Thumbs up) or (Thumbs down) buttons.

    1. Select Search More Articles.

    2. Enter search criteria in the Search bar.

      Enter your search criteria in natural speech to see better search results from Mave.

    3. Locate the article you want to read.

    4. Select Read full article.

      You can link the article or video to the inquiry by selecting Link To IP00000000.
      Remember to mark Knowledge articles as relevant using the (Thumbs up) or (Thumbs down) buttons.
    1. Locate the article you want to delink in the Attached Knowledge Articles list.
    2. Select Delink.

  3. You can let us know if an article helped you by selecting Yes or No at the bottom of the article.