An answer is one part of the work.
A useful customer workflow also needs context: what the customer wants and which details change the next response.
Evaluate the handover.
Look at the information the next person receives and whether it helps them act.
Choose for the task.
Compare options with representative customer questions, knowledge needs and the action you want to follow.
Evaluate the whole customer workflow
Use a representative customer task to compare tools. Check whether the answer uses the right business information, whether follow-up questions uncover useful details and what reaches the next person. A feature list matters less than a workflow the business can put to use.
- Knowledge test
- A question that depends on approved product context
- Discovery test
- A broad request with missing requirements
- Handover test
- A summary the intended recipient can act on
- Operating test
- An unresolved question and a clear route to review
Illustrative business scenario