Which Productivity pane feature provides agents with AI-based recommendations of similar cases?

The feature that offers agents AI-based recommendations of similar cases is Smart Assist. This tool utilizes artificial intelligence to analyze incoming cases and compares them against historical data. By identifying patterns and similarities, Smart Assist can suggest relevant cases that agents may refer to, thus enhancing their ability to provide efficient and informed responses to customers.

This AI-driven recommendation helps streamline the resolution process by equipping agents with insights that can lead them to faster and more effective solutions. As a result, agents can enhance customer satisfaction and reduce the time taken to resolve issues.

The other options serve different purposes: Agent scripts provide predefined steps or dialogue for handling specific scenarios, Knowledge search enables agents to find articles or documentation related to customer queries, and Macros help automate repetitive tasks by executing a series of commands with a single action. While all these tools improve productivity, they do not specifically focus on AI-based case recommendations.