Whether you're an employee seeking assistance or a support staff member managing requests, this intelligent companion is always ready to help. Engage in conversations about technical issues and receive intelligent suggestions generated directly from your organization's knowledge base to resolve the problem. If the agent doesn't have a specific answer, it can help you create a ServiceNow request ticket to forward the issue. Once the ticket is created, you can use the agent to view details and status, allowing you to track your requests.
Note : Managed agents and template agents are currently only available in English and should only be used internally within your organization.
Prerequisites
- Copilot Studio license (for creators)
- For more information: Visit Copilot Studio
- If you don't have experience creating agents, check out this quick guide: Creating and deploying a Copilot Studio agent.
- Copilot Studio message capacity
- Connect to ServiceNow and access an instance with the knowledge base plugin enabled.
Integrates with ServiceNow during installation.
In your agent's settings, you can connect to ServiceNow data in the " Connect your data" section . You will need your user login information and the URL of the ServiceNow instance you want to connect to your agent.
Ability
Employees can use the IT Helpdesk to troubleshoot technical issues they encounter with their equipment or software. The agent provides guidance to resolve common problems based on your organization's existing knowledge articles stored in ServiceNow or articles you add.
If the agent is unable to resolve the issue, it can help users create a ServiceNow ticket to forward the issue to the IT support team. Users can also use the agent to check the status of their ticket.
Agent IT Helpdesk integrates with ServiceNow to return information about created request tickets, helping users track their open cases.
Use cases
An employee may have a general question on a specific topic. Instead of searching through numerous documents or contacting multiple departments, they can use an agent to ask the question in natural language. The agent, with its built-in knowledge base and conversational skills, can understand the context of the question and provide an appropriate answer.
If the agent cannot find the relevant information, it can assist the employee in creating a ServiceNow request ticket to forward their issue to the correct support team.
An employee can use the IT Helpdesk to search for ServiceNow requests submitted through the interface by providing the request ID. Alternatively, an employee can use the agent to view all ServiceNow requests submitted through the interface, conveniently listed with relevant information.
Opportunities for expansion
If you want support agents to forward conversations to customer support representatives when IT Helpdesk is unable to provide a solution, configure the interaction center. Agents can then provide customer support representatives with a summary of the issue and any relevant information gathered during the conversation.
By using agent extensions, agents can generate reports on the number of requests, response times, and other key metrics. These reports help IT managers identify trends and make informed decisions about resource allocation and process improvements.
IT helpdesk can provide self-service options for common tasks, such as resetting passwords or installing software, allowing users to resolve issues quickly without human intervention.
Limit
AI-generated content can contain errors, so remember to ensure it's accurate and relevant.