Overview
It can be confusing to know what you're supposed to include in the Important Business Information section of the job flow settings. After all, don't we have a knowledge library that we can upload to for agents to access as well?
When to Use
This section should hold information that you may want to tell a new employee at your company... "We are a window-washing company that focuses on X"... "This is a coaching business geared toward helping moms with Y"... This information is always kept top of mind by your agent so it knows who it works for and what that company does.
✅ The name of the company you work for is Empire Cleaning, located in Austin TX. This company focuses on residential cleaning jobs and is known for impeccable service. We've been around for 30 years and hope to be around for generations since we are a family run business. We are known for our move-out and pet mess clean up jobs.
👆 This is a great example of what you want to put in this section. Keep in mind, you can make your agent jobs more re-usable by using variables throughout like this 👇
What Not to Put in Here
It's best not to try to cram details in here. All 100 services the business offers isn't Important Business Information that an employee needs to know in order to understand the business identity. This is the kind of information that an employee wouldn't be expected to memorize, but instead to look up. This is what should go into the knowledge library section and be attached to the source.
Summary
This simple section should be used for the types of things that you would expect an employee to have memorized. They make up the company's identity. Use this section to hone in your agent by giving it core knowledge about the business it's working for 🏢