Get Help is often overused simply because it provides an easy way out to submit anything.
In our case, this is particularly happening with SAP, though it’s happening with other domains as well.
I previously asked about the option to remove this option, when Red has a potential solution, and the response was, “we can’t, it must be retained as a fallback”.
However, with the introduction of the new GenAI version, the situation has changed, so I want to revisit my original request.
When Red proposes knowledge, an automation or a form, the "Get Help" option should be removed/hidden. If the proposed solution isn’t satisfactory, the user can engage in a conversation to indicate that it doesn’t meet their needs.
Then Red would come back, if it did not find anything, then the standard response would be given and the Get help option would become available as this last resort.
We have invested efforts in knowledge and forms to get the incidents and requests where they need to be, but I see this “Get Help “ option is undermining some of these efforts.
Now the question may be, why are your customers not using the presented forms?
And we asked ourselves and our customer the same question, (even if we try to make the dedicated forms as easy to use as possible..) Some customer will ignore that and use the Get help link, because it's there.
Customer will go for the path of least resistance, and that path is often Get Help,
