Triage Simplification

What’s changing?

Triage configuration is moving into a single, guided experience in Moveworks Setup. Instead of configuring metadata, fields, model training, rollout controls, and output guardrails across disconnected pages, admins will be able to manage the Triage setup journey in one place.

The simplified experience will include:

• Unified setup journey: Configure prerequisites, choose fields, train the model, and manage outputs through one guided flow.
• One source of truth for shared settings: Manage rollout mode, delivery method, ticket eligibility, and analytics settings without duplicating configuration across multiple pages.
• Inline validation and safer defaults: Review ticket scope before training and use built-in guardrails to prevent invalid lookback windows or confidence settings.
• Clearer model controls: Set confidence thresholds, rollout behavior, allowlists, blocklists, and default values after reviewing model performance.
• Prediction insights: Use visual insights to understand model quality and make informed decisions about which predictions to allow or block.
• Optional overrides: Add deterministic heuristic rules only when needed, rather than configuring them for every Triage field.

These changes are designed to reduce configuration errors, shorten setup cycles, and make Triage easier for admins and implementation partners to configure, validate, and maintain without extensive Moveworks assistance.