We've reviewed your feedback, and now you can get the answers to your Access Definitiv questions faster with the Digital Assistant and a new Help Centre in one location. This exciting feature is available in the Access Definitiv web application.
For information on the Help Centre, review Navigate the Help Centre.
The benefits of the Digital Assistant include:
Instant Solutions: No more waiting - get your answers instantly.
Seamless Workflow: Quickly resolve common queries.
Always Ready: 24/7 support - day or night.
Access the Digital Assistant
Launch the Digital Assistant by clicking the Help button on the top right of the Definitiv screen.
2. This will open the Digital Assistant Home screen. If you're an active named customer contact, you can ask the Digital Assistant a question.
Note: If you're not a named contact, you can still visit the Help Centre. To visit the Help Centre from the Digital Assistant, click the Help icon at the bottom of the Digital Assistant home screen.
Customer Named Support Contact experience
Type your question into the Digital Assistant and press the Enter key.
The Digital Assistant searches the Help Centre to return a suitable answer.
Review the answer and solve your question.
Throughout the answer, you'll see circled numbers; these are the Help Centre article sources. To expand the Help Centre content to read the full article hover over the number and click the article title for more guidance. You can also open the Help Centre if you click the link at the bottom of the expanded article.
5. Once you've read the content, click either the back arrow to return or the X to close.
Complete the Digital Assistant session
Once the answer has been returned, the Digital Assistant will ask, "Did that answer your question?" type Yes to complete.
Tips when asking the Digital Assistant a question
To get the most out of the Access Definitiv Digital Assistant, follow these guidelines to ensure you quickly find accurate answers:
Clearly state your question: Type your questions clearly and concisely, exactly as you'd ask a human support agent.
Keep it short and specific: Short, precise questions help the Digital Assistant quickly identify and deliver the right information.
The Digital Assistant doesn't know your employees, dates, or calculations, so don't include these details in your question.
Type the exact error messages that you see.
Use familiar terminology: Use terms directly related to Access Definitiv features, which helps the Digital Assistant match your questions accurately.
Natural language: Phrase your questions naturally. The Digital Assistant is trained to understand various ways of asking the same question.
Common topics: For routine issues like installation, passwords, or specific features, you ask directly about these topics.
Follow-up questions: If the initial response doesn't fully resolve your issue, ask a follow-up question or rephrase your query for further clarification.
What to Avoid When Using the Digital Assistant
Avoid one-word or very complex Questions: Single-word replies or overly complex questions are less effectively processed by the Digital Assistant.
Incorrect or unclear terminology: Use the correct terms related to Access Definitiv. Incorrect terminology can hinder the Digital Assistant’s ability to provide accurate answers.
Excessively long queries: Limit your queries to fewer than 30 words. Long, continuous text can be too complicated for the Digital Assistant to interpret effectively.
Overly technical language: Avoid heavy technical jargon. Stick to straightforward, simple language for the best results.
Additional Support assistance - Create a Case
As always, our dedicated Support Team remains on hand to deal with more complex or technical queries raised via cases. If you need additional assistance, respond No, and the workflow continues. The Digital Assistant will reply and ask if you would like to rephrase your question, create a case for our Support team to respond to, or click No to finish the conversation. Select Yes to complete the creation of a case, and you'll receive a note to advise that it was successfully created, or select No to close the session.
Additional features of the Digital Assistant
Icon | Description |
The Home icon takes you back to the first screen, and the Ask a question to ask the Digital Assistant another question. | |
The News icon shows what's new. To view each news article, click the News icon, then click each item to read it. This is where we'll add software release notes and customer newsletters. | |
| Banners: When we would like to invite you to an event or notify you of product performance issues, and when we have something exciting to announce, a banner will appear on the Digital Assistant web page. |
Click the featured articles on the home screen for access to answers to the most frequently asked Access Definitiv questions.
Close the Digital Assistant
To close the Digital Assistant when finished, click on the X at the top right of the chatbot.
