What information does the Contextual Service Replies template primarily utilize?

The Contextual Service Replies template primarily utilizes relevant knowledge articles and CRM data to provide personalized and accurate responses to customer inquiries. This approach leverages the information stored within the Customer Relationship Management (CRM) system, such as prior interactions, customer preferences, and specific case details, alongside knowledge articles that contain best practices, troubleshooting steps, or guidelines related to products and services.

By integrating these resources, the template can generate contextually appropriate replies that enhance customer service interactions. This ensures that responses are not only informed by what the customer has previously experienced but also aligned with the organization's established knowledge base, resulting in timely and effective support. The combination of CRM data and knowledge articles enables service agents to respond in a more informed manner, which can significantly improve customer satisfaction and engagement.