Self-Service

Self-service that goes beyond simple FAQs

Give customers the guidance to resolve more technical issues themselves. When they need an expert, your team starts with the context and investigation already handled.

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The problem

Most self-service works, until the issue gets technical.

When you support multiple products, the right answer depends on the customer's product, version, and configuration. Generic bots return an article without understanding that context. The issue stays unresolved, the customer opens a case, and your queue never gets smaller.

Generic bot

Matches keywords

Matches the customer's question to published content and returns the closest article. If it doesn't fit their exact query, the customer opens a case and starts over.

Mosaic

Works the problem

Asks clarifying questions. Reads the attachments the customer shares. Troubleshoots the issue step by step, grounded in the knowledge that customer is entitled to see, with cited sources.

How Self-Service works

Customer-specific troubleshooting

Mosaic asks clarifying questions and uses the customer's product, configuration, and screenshots to troubleshoot step by step — grounded in approved knowledge they're entitled to see, with sources cited.

Self-Service entry points: help center, product, live chat, case form

Resolve issues wherever customers ask

Deploy Self-Service in your help center, in your product, in live chat, or inside your case submission flow — so answerable issues resolve at the point a case would have been created.

Escalate without starting over

Mosaic captures the customer context, attachments, and troubleshooting already tried. When support is needed, engineers get a clear summary and the relevant details, without repeating intake.

Enriched case handoff with full investigation attached

Inside your case flow · for Salesforce Service Cloud

The best case is the one that never gets created

Issue resolved — no caseContinue to support — investigation included

Before a Salesforce case form is submitted, Mosaic runs a troubleshooting step inside the flow using the product, version, and issue details the customer already entered. If it resolves the issue, no case is created. If support is still needed, the customer continues and the case opens with the investigation attached.

Reporting view: conversations closed vs cases prevented before submission

Measurement

Measure what actually matters

A closed chat and a resolved issue are not the same thing. If the customer still opens a case, the deflection wasn't real. Mosaic shows what Self-Service resolves, what context carries into support, which knowledge moves the issue forward, and the impact on case volume and time to resolution.

Whether Self-Service resolves it or gives a rep a head start, what matters is a faster path to resolution.

The impact support teams see with Self-Service

Testimonial

"The team achieved a 39% reduction in the cost to resolve a support case in the first 90 days."

Greg Richards

President and GM, AssetWorks

Read the story →

39%

Reduction in cost to serve in the first 90 days

95%

Of self-service conversations resolved without ever creating a case

20%

Fewer internal support tickets, so agents can focus on complex cases

Self-Service is just one part of the Mosaic system

Self-Service runs on the same Customer Context Model as Knowledge, Assist, and Intelligence, so everything one capability learns is available to the others.

Knowledge closes the gaps Self-Service surfaces, and Self-Service starts using the new articles right away, so deflection climbs instead of flattening.

Customers troubleshoot with their own product, version, and configuration in context.

Reps answer with the same context Self-Service collected, inside the tools they already use.

Gaps Self-Service surfaces become approved articles Self-Service starts using right away.

See how Self-Service works the problem.

Connect your systems, run a proof of value with your team, and get a demand-reduction business case built on your own cases.

Prefer to pick a time? Open the calendar →

SOC 2 Type II · ISO 27001 · Zero security incidents in 4+ years.

Frequently asked questions

How much can Self-Service actually deflect?+

We measure it on your own data. We connect to your systems, run a proof of value with your team against defined success criteria, and hand you a business case built from your own cases.

Why do most self-service tools fail on technical issues?+

Because they answer from documentation without knowing who's asking. The right answer depends on the product, version, and configuration the customer runs. Mosaic works from that context, so the answer fits the customer in front of it.

Where can customers reach Self-Service?+

In your help center, your product, live chat, and inside your case submission flow — so answerable issues resolve at the point a case would be created.

What happens when Self-Service can't finish?+

It hands the complete investigation, the customer's product and configuration, and everything already tried into the support case or to a live agent. Nobody starts from scratch and the customer never repeats themselves.

How do you keep answers accurate and safe?+

Every recommendation is grounded in the admin-approved knowledge the customer is entitled to see, and cited back to it. When Mosaic isn't confident, it hands off instead of guessing.

See how Mosaic AI’s context-aware platform moves with your workflow

See how data, technology, and partnership come together to drive real results.