> ## Documentation Index
> Fetch the complete documentation index at: https://docs.circuit.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer service

> How support representatives can use Circuit to answer customer questions quickly and consistently using documented procedures.

Customer service representatives handle a wide range of questions, from basic product inquiries to complex troubleshooting. Circuit helps you find the right answer quickly and consistently, drawing from your workspace's indexes.

## Common scenarios

### Answering product questions

When a customer asks about product capabilities or features:

> A customer wants to know if the XYZ-500 supports remote monitoring via their existing building management system. What integration options are available?

The agent checks product documentation and integration guides to give you a definitive answer with source references.

### Walking through troubleshooting

> A customer called about intermittent connectivity drops on their XYZ-500. The unit is firmware version 3.2, connected via ethernet. What troubleshooting steps should I walk them through?

Include the model, firmware version, and connection type so the agent can provide the right procedure for their setup.

### Explaining warranty and service policies

> A customer wants to know if their issue is covered under warranty. Their XYZ-500 is 14 months old and the display is flickering. What does our warranty cover for this model?

> What is the process for a customer to request an RMA?

### Handling upgrade and compatibility questions

> A customer with a fleet of XYZ-400 units wants to upgrade to the XYZ-500. Are the mounting brackets compatible, or will they need new hardware?

## Tips for support use

<Tip>
  **Include the customer's specific setup details.** Model number, firmware version, installation date, and connection type all help the agent give you a precise answer instead of a generic one.
</Tip>

* **Describe symptoms clearly**: "intermittent connectivity drops every 15 minutes" is better than "connectivity issues"
* **Mention what the customer has tried**: this prevents the agent from suggesting steps they've already taken
* **Ask for customer-friendly language**: "Explain this in simple terms I can relay to a non-technical customer"
* **Request escalation criteria**: "At what point should I escalate this to field service?"

## Example chat

> **You:** A customer is reporting that their XYZ-500 is shutting down unexpectedly after running for about 4 hours. It's a 2023 model, firmware 3.1, in a server room with ambient temperature around 28°C. They've cleaned the filters recently.
>
> **Agent:** Based on the XYZ-500 troubleshooting guide, unexpected shutdowns after extended operation in warm environments are often related to thermal protection. At 28°C ambient, the unit may be reaching its thermal threshold. Recommended steps: 1) Check the intake vents... \[detailed procedure with citations]
>
> **You:** They said the intake vents are clear. What's next?
>
> **Agent:** If ventilation is confirmed adequate, the next step is to check... \[builds on the previous context]
>
> **You:** Looks like it might need service. What's the process for scheduling a technician visit?
>
> **Agent:** To schedule field service for the customer, you'll need to... \[references the service scheduling procedure]