Turn fragmented knowledge into accurate answers
SupportLogic Resolve SX unifies your scattered KB articles, resolved cases, Confluence docs, and Slack threads into a single Precision RAG-powered search layer that improves self-service and assisted support.
Better self-service means more cases are deflected before they’re created. And the cases that need human intervention are resolved faster.
Enterprise support teams are drowning in knowledge they can’t find. Articles sit in Confluence. Resolved cases are buried in Salesforce. Slack threads hold the real answers, but they expire. Engineers fall back on tribal knowledge, and customers give up on self-service. SupportLogic Resolve SX is built to end that.
Resolve SX bundles Knowledge Agent, Prioritization Agent, and Summarization Agent with a Precision RAG Answer Engine that connects siloed knowledge sources — internal KB articles, Jira, Confluence, Slack, Teams, Salesforce Experience Cloud, and your historical case library — into a single AI-powered search layer. Customers get precise answers via a self-service portal. Agents get referenced, cited answers inside their CRM without switching between tools. And your knowledge base grows automatically with every case your team closes.
AI knowledge retrieval that connects siloed knowledge bases
Most enterprise knowledge problems are access problems, not content problems. The answers exist, but they are scattered across numerous, disconnected knowledge sources that lead to a dependence on tribal knowledge to resolve complex issues. Resolve SX eliminate that dependence by connecting siloed sources to locate and deliver accurate answers to complex issues.
Precision, not approximation
Precision RAG retrieves only the most technically accurate content to deliver exact answers, not links to search through.
Connects fragmented knowledge sources
Connects to your Salesforce KB, Confluence, Jira, Slack, Teams, and historical cases.
Cited, verifiable answers
Every AI-generated answer includes source references and links, so customers and agents can trust what they receive and escalate if needed.
Living knowledge base
Cases resolved today become knowledge sources for tomorrow — no manual article creation required.
Embedded where work happens
Embeddable widgets deliver the same Precision RAG search inside your CRM and your customer portal.
“Resolve SX does the magic of deciding which source is best correlated and when to show results. It’s automation we simply couldn’t have built ourselves.”
Three AI agents, one Precision RAG engine, and the integrations to connect it all.
Standard Retrieval-Augmented Generation (RAG) is prone to “hallucination” — generating plausible-sounding but incorrect answers — because it casts too wide a retrieval net. Precision RAG solves this with advanced semantic filtering and domain-specific anchors that pull only the most technically accurate content from your knowledge base.
Every answer is grounded in your actual documentation, resolved cases, and internal knowledge sources — not in the general knowledge of a public LLM. That means when Precision RAG tells an engineer which configuration step solves a specific issue, there is a verified source to back that answer.
How Precision RAG differs from standard RAG
Precision RAG
- Domain-specific semantic anchors
- Returns exact answer with source citation
- Grounded in your verified knowledge only
- Low hallucination risk
- Reduces “bounce-backs” (deflect that re-open)
Standard / generic RAG
- Broad retrieval, low precision
- Returns list of related documents
- Can blend internal + general LLM knowledge
- Higher hallucination risk
- Lower case deflection effectiveness
“SupportLogic helps our customers and agents become more knowledgeable and find the right answers faster, resulting in improved customer satisfaction and operational efficiency.”
Related resources
Knowledge Agent is the retrieval backbone of Resolve SX. It continuously indexes and queries across all connected knowledge sources — internal KB articles, Confluence documentation, Jira tickets, resolved support cases, and external knowledge bases — and surfaces the best-matched answer at the moment it’s needed.
Rather than asking agents or customers to search multiple systems, Knowledge Agent federates retrieval behind a single interface. Whether the answer exists in a two-year-old resolved case, a Confluence page, or a published KB article, Knowledge Agent finds it and presents it in plain language with source attribution.
Supported knowledge sources
Salesforce Experience Cloud
Surfaces answers inside your customer-facing Salesforce portal with full Precision RAG integration.
Jira & Confluence
Indexes Jira issues and Confluence documentation, making engineering and product knowledge searchable from support.
Slack & Microsoft Teams
Retrieves relevant threads and answers posted in Slack channels or MS Teams — turning ephemeral conversations into searchable knowledge.
Internal & External KB Articles
Integrates with your existing internal and external knowledge base articles — no migration required.
Historical case library
Resolved cases are ingested within 24 hours of closure, turning yesterday’s solutions into tomorrow’s deflections.
Related cases suggestion
Surfaces similar resolved cases automatically when an agent opens a new ticket — reducing time spent re-solving known issues.
Resolve SX is meant to reduce caseload and help resolve cases fater. Prioritization Agent ensures that speed is applied to the right cases first. It analyzes a cohort of signals including customer sentiment, account value, case complexity, SLA status, and escalation history, to assign a Sentiment Score and an Attention Score to every case. This lets your team rank cases by business-impact and act quickly on the most urgent issues.
In a knowledge-heavy environment where agents are simultaneously managing new cases and searching for answers, Prioritization Agent prevents the queue from becoming a first-in, first-out queue where high-risk accounts wait behind low-urgency tickets.
Factors evaluated by Prioritization Agent
- Account ARR and renewal proximity pulled from connected CRM
- Current customer sentiment score from the broader SupportLogic platform
- Case age, SLA status, and previous re-open history
- Case complexity score based on content classification
- Escalation risk correlation from historical patterns
“SupportLogic has provided us with insight and clarity into what cases need the most attention. As a result, we’ve resolved cases faster and better”
Knowledge creation is where most enterprise KB programs stall. Engineers are expected to write articles after closing cases, which competes directly with the expectation to close cases quickly. The result is that knowledge stays trapped in closed tickets and is never reused.
Summarization Agent changes this by automatically generating draft KB articles from resolved cases. After a case closes, Summarization Agent synthesizes the problem statement, troubleshooting steps, and resolution into a structured draft, ready for a knowledge owner to review, validate, and publish. The act of solving the problem becomes the act of creating the knowledge without requiring extra effort from the engineer.
What Summarization Agent generates
- Draft KB article from closed case — problem, steps, resolution
- Knowledge summary with source citation for agent and customer context
- Case summary highlighting key context before handoffs or escalations
- Comparison of AI draft against existing KB content to identify duplicates or updates
“Assist lets us compare AI-generated drafts with existing content and decide whether to publish or merge. It’s a powerful way to scale accurate, living knowledge.”
The knowledge flywheel
Cases closed → Summarization Agent drafts article → Knowledge owner reviews and publishes → Precision RAG indexes new article → Future cases deflected by that article → Fewer cases → More time for agents to resolve remaining cases. This is the living knowledge base NICE described: cases closed today can deflect cases submitted this afternoon.
Resolve SX includes two deployment surfaces designed to put Precision RAG answers exactly where people need them — inside the agent’s CRM and inside the customer’s self-service portal — without asking anyone to open a new application.
Embeddable CRM widget for agents
The agent-facing CRM widget embeds directly into Salesforce Classic or Lightning, surfacing Precision RAG-powered answers alongside the open case. Agents type a question in natural language and receive a cited, synthesized answer drawn from every connected knowledge source — without leaving the case view. NICE deployed this internally and saw it extend the value of Resolve SX to the 20–30% of cases created by internal users.
Embeddable search widget for customers
The customer-facing widget embeds inside your self-service portal or Salesforce Experience Cloud page. Instead of presenting a list of links, it generates a full plain-language answer with source references. Customers can confirm whether the answer resolved their issue before submitting a case — directly reducing case creation at the point of intent.
Platform integrations included in Resolve SX
Salesforce
Internal and customer-facing portals with embedded Precision RAG search and case creation deflection flow.
Slack
Engineers receive a referenced, generative answer in Slack — reducing system switching.
Microsoft Teams integration
Same knowledge access as Slack — directly in Teams threads for organizations standardized on Microsoft’s collaboration stack.
Atlassian Jira & Confluence
Indexes Jira issues and Confluence pages so engineering knowledge is searchable from within support workflows.
Internal & external KB articles
Connects to your existing published article repositories — no KB migration or restructuring required.
Historical case knowledge extraction
Ingests resolved cases within 24 hours of closure, making every solved problem part of the searchable knowledge base.
Resolve SX vs. legacy knowledge management and generic AI search
| Capability | SupportLogic Resolve SX | Legacy KB / federated search | Generic AI chatbot / LLM |
|---|---|---|---|
| Precision RAG answer engine | ✓ Domain-anchored, cited | ✕ Link lists only | ~ Broad RAG, hallucination risk |
| Multi-source knowledge unification | ✓ Jira, Confluence, Slack, KB, cases | ~ Partial, manual federation | ✕ Single source or public LLM |
| Case deflection via self-service | ✓ Embedded at case creation | ~ Search exists, low click-through | ~ Chatbot, variable accuracy |
| Source citations on every answer | ✓ Always included | ✕ Not applicable | ✕ Rare or unreliable |
| Auto KB article generation | ✓ From closed cases via Summarization Agent | ✕ Manual authoring required | ✕ Not available |
| Historical case knowledge extraction | ✓ Ingested within 24hr of close | ✕ Cases not part of KB | ✕ Not available |
| Related cases suggestion | ✓ Surfaced in agent CRM widget | ✕ Manual search only | ✕ Not available |
| Slack / Teams knowledge access | ✓ Native integration | ✕ Not available | ~ Requires separate bot setup |
| Salesforce Experience Cloud embed | ✓ Native connector | ~ Custom build required | ~ Possible, expensive |
| Case prioritization by business risk | ✓ Included via Prioritization Agent | ✕ SLA-only priority | ✕ Not available |
| Data privacy (single-tenant VPC) | ✓ Your data, your instance | ~ On-prem or multi-tenant SaaS | ✕ Shared LLM infrastructure |
What enterprise support leaders ask about Resolve SX
Case studies, webinar recaps, and product guides for support leaders
Ready to turn fragement knowledge into reliable answers that increase deflection and close cases faster?
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