Self-service portal & service catalog — found from sitemap — Xurrent ITSM

Cited by

Facts read from this source

• Virtual agent description Report an error

  “The Virtual Agent is Sera AI's conversational interface for end users. Available on the Self Service portal, it assists users by surfacing knowledge, creating requests, highlighting pending tasks, and providing information about degraded services.”

• Virtual agent setup Report an error

  “Navigate to the Self Service Settings section and select Enable Virtual Agent. This option appears once Sera AI is enabled.”

• Virtual agent skill pool access limit Report an error

  “To offer the Virtual Agent to some users only, use Limit access to skill pools.”

• Virtual agent support chat coexistence Report an error

  “Organizations that use the support chat functionality can continue to do so alongside the Virtual Agent.”

• Virtual agent template matching Report an error

  “the Virtual Agent searches the organization's request templates to find a match. If a relevant template exists, the Virtual Agent identifies it and presents a request card with fields pre-populated from the conversation.”

• Virtual agent fallback request template Report an error

  “The request uses the fallback request template set in Sera AI Studio when there is one, and is otherwise a generic request. Accounts that require a request template never create a generic request.”

• Virtual agent custom field prepopulation Report an error

  “The Virtual Agent can reference any custom fields that have been added to a given request template and pre-populate information deemed relevant and matching.”

• Virtual agent required fields redirect Report an error

  “If custom fields are marked as required in the request template, the user is redirected to the request page to complete those fields before submission.”

• Virtual agent knowledge summaries Report an error

  “the Virtual Agent searches the knowledge base and returns relevant information as concise summaries”

• Virtual agent pending tasks summary Report an error

  “If a user has tasks in their inbox, the Virtual Agent summarizes them and suggests the user take action.”

• Virtual agent degraded service detection Report an error

  “The Virtual Agent has access to the service catalog and can see if any services are currently degraded.”

• Virtual agent support domain confirmation Report an error

  “the Virtual Agent asks the user to confirm the right one, unless the directory has a default support domain set.”

• Virtual agent chat history location Report an error

  “Virtual Agent conversations are saved in My Chats within the self-service portal.”

• Virtual agent conversation internal note Report an error

  “The conversation is also added to the request as an internal note when a request is created”

• Virtual agent auto classification fields Report an error

  “the AI auto-classifier determines the appropriate Category, Impact, Service Instance, and Team.”

• Virtual agent knowledge flywheel Report an error

  “When tickets are resolved, specialists can create new knowledge articles from the resolution. Those articles then become available for future Virtual Agent conversations.”

• Virtual agent widget placement Report an error

  “The Virtual Agent appears in the bottom-right corner of the Self Service portal.”

• Virtual agent widget visibility setting Report an error

  “In the Self Service Design section, select Show chat widget for the self-service portals that should offer the Virtual Agent.”

Scores citing this record

• The Change & Configuration Manager Service desk, incidents & requests
• The Change & Configuration Manager Self-service portal & service catalog
• The MSP Owner Service desk, incidents & requests
• The MSP Owner Self-service portal & service catalog
• The Municipal IT Lead Service desk, incidents & requests
• The Municipal IT Lead Self-service portal & service catalog
• The Service Desk Lead Service desk, incidents & requests
• The Service Desk Lead Self-service portal & service catalog
• The Skeptic Self-service portal & service catalog
• The Solo IT Admin Service desk, incidents & requests
• The Solo IT Admin Self-service portal & service catalog