Tips and Tricks for Using Blackbaud's Virtual Assistant

Blackbaud Customer Support is dedicated to leading the way with innovations that drive value for our customers.
Our goal is to provide top-tier support and reduce your time and effort spent finding the answers you need. Expanding access to self-service support capabilities with our Virtual Assistant driven by generative AI means that you can immediately find personalized answers to your questions—answers derived from the collective wisdom stored within our digital resources, including thousands of Knowledgebase articles.

And, in instances where the Virtual Assistant does not fully address your needs, you can easily turn to our skilled support agents for further assistance, bringing together a powerful blended experience of technology and human expertise.

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Using the Blackbaud Support Virtual Assistant

We’ve heard from customers that you’d like more resources on how to more quickly find the answers you need by using the Virtual Assistant. That’s why we’ve pulled together the below summary and video.

Here’s a quick description of the options to choose from when engaging with the Virtual Assistant so you can more quickly get directed to the resource you need for your specific question.

• Active Known Incidents: Select this option if you are experiencing issues such as unable to login, unable to perform critical tasks, or unable to process records. This option will allow you to view any open unplanned incident and the status of that incident

• Admin Tasks: Select this option for assistance in setting up Single Sign-on, or assistance with not receiving an invitation from inviting a new user.

• Add/Remove User: Select this option for assistance in adding an org admin, a solution admin, or removing an admin.

• I have a problem/question: Select this option if you have a question that is not related to the options above. Once selected you will be able to type your question in the bottom box and the virtual assistant will provide a generated answer to assist in your question.

We’ve also put together this video demonstration on how to ensure your interactions with the Virtual Assistant get you the best, most accurate answers.

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We Want Your Feedback

Each time you use the Virtual Assistant, you’ll be asked to provide feedback. Your feedback is critical to help us continually improve the overall experience and expand the Knowledgebase to meet even more needs. Unknown issues are documented and articles are updated in near real time when feedback is provided. We’re also incorporating your feedback for future improvements to the virtual assistant, such as expanded coverage, more data sources beyond the Knowledgebase, and more personalized responses by role.

We hope this resource is helpful! Please continue to leave feedback.

You can also read past blogs about our Blackbaud support resources here:

Maximizing Virtual Assistant Efficiency: Tips & Tricks for Customer Support Chat and Knowledgebase
Support Enhancements: Elevating Your Chat Experience with AI
Transforming Customer Support: The Journey to Becoming a Digital-First Organization