About Cases
Cases comprise answers and questions that address a specific scenario or intent. You can use cases to create pathways to solutions for intents that you anticipate customers would want to perform.
For example, if you know that a password reset intent is likely to be requested by a customer, you can create a case that maps this scenario out. The Virtual Assistant then uses this case to immediately direct the customer down the correct pathway and to their solution. In this way, a case serves both as a container for all the various items that guide the customer to their solution, as well as a map that tells the Virtual Assistant how to get them there.
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