Skip to main content
Apsara
Apsara
October 27, 2023
4. Future Consideration

Feature Request: Browser Plugin to Rate comments and resolution notes

Related products:Knowledge Studio
  • October 27, 2023
  • 5 replies
  • 46 views

As a company we’ll have to start doing some change management on best practices for resolution notes and ticket comments to educate how this data is training AI.

 

It would be so cool if we had a Moveworks browser plugin that can do a few things in Service Now, or writing KB articles

  1. Provide an indicator if their resolution notes passes the test.  Is this good vs bad?
    1. Example: Called the user (bad). prompt the user to provide steps taken
    2. Example: Sent the user a link to the form (bad) prompt the user to provide the link to the form in the resolution notes
  2. Also as a user who is writing resolution notes maybe this browser plugin can summarize steps to the person assigned the ticket to try these steps and if they like it port it over to resolution notes.  Some of this is helping agents use existing ticket data to help them with successful steps and can speed up the operator tasks.

      5 replies

      jbentahir
      jbentahir
      Known Participant
      October 27, 2023

      Agree, this would be very helpful to help desk agents and help make the AI provide better answers. Also, I would love if I could add in the tone of article as well if it is for internal facing agents or if it is for external customers. Many times, because the notes are written for internal help desk agents, the article is not being written in a way an external user could use the content. 

      Jennifer Bentahir
        anaTyler
        Community Manager
        October 27, 2023

        Thanks for these ideas. We’re working on a best practice guide you all can use on how to resolve IT tickets with examples of good and bad ticket notes. Stay tuned for this 😀

        @jbentahir what kind of tone do you want to use? You can do this within in the product already - just type whatever modification you’d like to make to your article and it will do that. If you want to modify the tone, you can type something like, “make it more professional”

         

          jbentahir
          jbentahir
          Known Participant
          October 31, 2023

          Will try the adding of the tone to the article. Thanks!

          Jennifer Bentahir
            Anonymous
            January 29, 2024
            1. New→4. Future Consideration
            Anonymous
            January 29, 2024

            Thank you for submitting your Product Idea. We understand this is not currently supported, we appreciate your feedback and will consider it in the future as we continue to build and improve our product. Please keep up to date with our latest release notes here.

            Terms & ConditionsAccessibility statement