How to Make the Best Use of the DNN ATLAS Support Chat?


Having the possibility of an AI chat specialized in DNN to answer your questions and solve your issues can significantly reduce the time for you to get help. Even in cases where ATLAS cannot solve your issue, letting it do an initial triage and collect the relevant information before transferring you to an agent will enable us to help you more efficiently.


To maximize the probability of having a productive interaction with ATLAS we recommend you follow  some basic "best practices":


1. Describe the issue in detail from the beginning.

Similar to what you would do when raising a ticket.


  ✅ "After upgrading to Evoq Content 9.11 I can't see the PersonaBar"

  ❌ "Personabar missing"


2. If ATLAS doesn't understand your question, rephrase it.


  "Can I know a document's name from its URL?"

ATLAS: "Can you please provide more details or ask differently?"  

  ✅ "After I upload documents to a secure folder, if a user suggests changes to a document content managers are not able to locate that particular document."


3. If you are offered buttons, use them.


ATLAS: "Is this question related to licensing?" (Yes) (No)  

  ✅  <<Press the (Yes) button>> 

  ❌ "I can't access my site"


4. Don't ask for an agent without letting ATLAS try to solve your issue.

ATLAS is trained in some complex common scenarios and can check things in the backend and perform changes. You would be surprised!


ATLAS: "How can I help?"  

  ❌  "I need an agent"

  ❌  "Open a ticket"

  ✅ "I have an issue with one of our customers not receiving our emails."


5. Always review the related articles suggested by ATLAS if any.



6. Don't panic!

We know that ATLAS is not perfect and we are 100% dedicated to improving it. If ATLAS is unable to help you, and you confirm with the buttons that the solutions provided didn't help. It will eventually transfer you to an agent.





Please sign in to leave a comment.