We’re updating our escalation guidance for agents and would love to get some insight into how to handle writing internal articles and how Copilot surfaces content across different support tiers.
Context
In some workflows, our (Tier 1) handles the initial steps before escalating to a (Tier 2 agent), who then continues the process and follows additional guidance.
We’d like to understand whether there’s a way to control content visibility so agents only see the guidance relevant to their role, without exposing Tier 2-specific instructions to Tier 1 agents prematurely within Co-Pilot.
Questions:
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Is it possible to configure content visibility or access based on an agent’s support tier?
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If tier-based content gating isn’t supported, would Copilot surface all steps within the same article, including Tier 2-specific instructions, to Tier 1 agents? We plan to test this but wanted to confirm whether there are any existing capabilities or limitations.
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Are there recommended approaches for structuring content to support workflows that span multiple support tiers? For example, would separate articles, linked guidance, or another content structure work better?
We’d appreciate any recommendations, best practices, or examples from teams managing similar escalation workflows. Thanks in advance!