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The roadmap, product ideas, and product plans are subject to change without notice. These plans may be refined, updated, or revised from time to time, based on customer input and market conditions. The plan described herein is provided solely for information purposes, and is not a commitment, promise, or legal obligation to deliver any material, code, or functionality.

Share your feedback in our Product Ideas Portal

Welcome to the Moveworks Product Ideas Portal!We are committed to listening to and incorporating your feedback to our Moveworks Product Roadmap. What...

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    1294 Ideas

    DIANA.TWC
    DIANA.TWCInspiring

    HR Leave/FMLA Inquiries & Proactive Notifications4. Future Consideration

    We recently rolled out the HR domain in our organization, and our HR team has raised a concern about inconsistent experiences when users ask our bot questions regarding FMLA or leave of absence. Currently, we have a form for LOA inquiries, but there’s no way to establish a metadata list or logic framework to ensure compliance with federal requirements. Specifically, we are concerned about the potential risk of violating federal law, which mandates that an employee’s eligibility must be provided once they inquire about leave. We’d like to see a proactive logic or rule list that would trigger an admin notification (in this case, to HR) whenever specific keywords or phrases related to FMLA/leave are detected. This would allow HR to review the bot’s response and take appropriate action if needed.We believe this capability could extend beyond HR-related inquiries and improve user experience and compliance in other domains as well. I’d love to hear your thoughts and suggestions on how to address this need in the short term. 

    3
    kyril.remillard
    Forum|Forum|1 year ago
    sujit gaikwadKnown Participant

    Disable the Thumbs-Up and Thumbs-Down Options in the CREST Use Case Feedback4. Future Consideration

     Problem Statement: Provide a consistent UI experience for all feedback collected in the bot.Background: The bot currently gathers user feedback in multiple ways, including thumbs-up/thumbs-down actions, the bot feedback path, and CSAT ratings for live agents. These different feedback mechanisms use varied UI elements, which may cause user confusion. For example, the CSAT feedback for live agent interactions uses a 5-point rating scale, while other areas use thumbs-up/thumbs-down options. Many users have perceived this as biased, with some users feeling that the bot might be skewing toward positive ratings.To address this, we have adjusted the CREST use case to show only three rating buttons as an interim solution. However, the long-term goal is to create a unified feedback experience using only the thumbs-up and thumbs-down options.We consulted our CSM, Alex M, who confirmed that it is not feasible to repurpose the thumbs-up/thumbs-down options for the CREST use case or modify their behavior.Request: Is it possible to remove the thumbs-up and thumbs-down options for the CREST use case entirely?Regards,Sujit S Gaikwad

    1
    kyril.remillard
    Forum|Forum|1 year ago
    sujit gaikwadKnown Participant

    Require a change in the start live chat response card action text.4. Future Consideration

    There is a request from the business to modify the text of the Actions (button) in the adaptive response for live chat.Changes requested:Edit/Add details to be replaced with Edit/Add description Other help options to be replaced with Choose help options 

    1
    kyril.remillard
    Forum|Forum|1 year ago
    sujit gaikwadKnown Participant

    IMS Number in Insights4. Future Consideration

    Add IMS number for Smart Handoff/Live Chat Integrations

    2
    kyril.remillard
    Forum|Forum|1 year ago
    KaviKnown Participant

    Rename Close Issue to "resolve Issue"4. Future Consideration

    In our org we have incident management lifecycle for tickets. The users can resolve the ticket but only after 14 days of no activity on resolve ticket it goes to “Close” Status. So, we need to rename the “Close Issue” button on ticket notification to “Resolve Ticket” 

    1
    kyril.remillard
    Forum|Forum|1 year ago
    KaviKnown Participant

    Convert to Idea feature in Moveworks Support Portal4. Future Consideration

    It would be good to have an option, to change certain support ticket to idea. May be in status or as a separate button.

    1
    kyril.remillard
    Forum|Forum|1 year ago
    pavithra.babu

    Ability for all users to clear chat context/history4. Future Consideration

    Currently the “copilot clearhistory” is only enabled for certain users for testing, but we see the need for all users to have the ability to start a fresh conversation. 

    1
    kyril.remillard
    Forum|Forum|1 year ago
    SarahbenaliNew Participant

    Bot adding images from Knowledge article source4. Future Consideration

    Bot should support the images available in FreshService Knowledge article.

    1
    kyril.remillard
    Forum|Forum|1 year ago
    almargarisNew Participant

    Ability to serve and play video from knowledge articles when a user’s question matches the content from the video4. Future Consideration

    To give you background we have some articles with videos and when a user asks a question Moveworks today just shows the knowledge article in entirety, instead if it can play the video that helps the users with at least reducing 2 clicks

    1
    kyril.remillard
    Forum|Forum|1 year ago
    lana.parmit

    Dynamic Data Filtering Capabilities4. Future Consideration

    Hi team,We are looking for the ability to filter data dynamically on keywords / plugin type etc. Is this on the roadmap or can be added? Thanks!

    1
    kyril.remillard
    Forum|Forum|1 year ago
    lana.parmit

    Analytics enhancement4. Future Consideration

    Hi team, would like to add an idea for reporting enhancements. It would be very useful for us to be able to report on which ServiceNow knowledgebases have been referenced, including metrics around frequency.

    2
    kyril.remillard
    Forum|Forum|1 year ago
    lana.parmit

    Communications/Notification enhancements4. Future Consideration

    Based on feedback from our communications team:We currently can add images but cannot resize them, they come out fairly large in the notifications. It would be great if we can add a resize option.Would also be good to be able to use a different font color, i.e., red if we want to bring attention to something specific. 

    1
    kyril.remillard
    Forum|Forum|1 year ago
    lana.parmit

    Enhancement of User Profile Display in Live agent chat4. Future Consideration

    Proposing an enhancement to the user profile display within the Live Agent Chat Interaction platform. Currently, agent photos are displayed, which may not always be available for all colleagues. To improve user experience and foster a more personalized environment, we suggest the following features: Option to Disable Pictures: Allow users the option to disable profile pictures, providing a cleaner interface for those who prefer not to display their images. Display of Initials: In cases where a user does not have a profile picture, the system should automatically display the user's initials. This will help in identifying colleagues more easily and maintaining a professional appearance. Personalized Avatars: Alternatively, we recommend implementing a feature that allows users to select or create personalized avatars. This would not only enhance individuality but also add a fun and engaging element to the platform.

    1
    kyril.remillard
    Forum|Forum|1 year ago
    lana.parmit

    Improvement of Feedback Icon Usability in Live Agent Chat Interaction4. Future Consideration

    We propose enhancements to the feedback icons within the Live Agent Chat Interaction platform to improve usability and user experience. Based on user feedback, we have identified two key areas for improvement: Increase Icon Size: The current size of the Thumbs Up and Thumbs Down icons is too small, making it difficult for users to easily distinguish between the two. We recommend increasing the size of these icons to enhance visibility and ensure that users can quickly and accurately provide feedback. Context Menu for Icons: Currently, there is no context menu when hovering over the feedback icons in the chat window. However, a context menu appears when users click on the Thumbs icon and hover over the icons in the pop-out window. We suggest implementing a consistent context menu for the feedback icons in the main chat window as well. This will provide users with additional information and options, improving the overall interaction experience. Benefits:Enhances user experience by making feedback icons more visible and easier to use. Provides additional context and options for users, leading to more informed feedback. Promotes engagement and interaction within the chat platform.We believe these enhancements will significantly improve the usability of the feedback icons in Live Agent Chat Interaction, leading to a more intuitive and user-friendly experience.

    1
    kyril.remillard
    Forum|Forum|1 year ago
    jstapletonNew Participant

    Channel Resolver to include details of conversation within the ticket4. Future Consideration

    It would be ideal if channel resolver created tickets included what the bot DM’d the user in the ticket that ends up being submitted when the bots message doesn’t resolve the inquiry.  

    1
    kyril.remillard
    Forum|Forum|1 year ago
    vanessa.royNew Participant

    Upload Knowledge Template to Knowledge Studio4. Future Consideration

    Our team currently uses knowledge studio to draft new knowledge articles and we find it extremely useful. We were wondering if it would be possible to upload a specific knowledge template to the knowledge studio platform so articles could be drafted in a specific format.  

    1
    kyril.remillard
    Forum|Forum|1 year ago
    jonathan.cohenNew Participant

    Dark Mode for Control Center4. Future Consideration

    Dark Mode for the Control Center instead of using a 3rd party extension in browser.

    1
    kyril.remillard
    Forum|Forum|1 year ago
    jonathan.cohenNew Participant

    Disable Post back feature in Knowledge Only Channels4. Future Consideration

    Right now we have a bunch of channels that have forms disabled, but allows users to submit tickets for due to the newly released post back feature.Request: Post-back feature to be completely disabled in channels that we have forms and/or other features and skills disabled in.   

    2
    kyril.remillard
    Forum|Forum|1 year ago
    psutarNew Participant

    Pull all information of applications in Software Catalog and automatically update URL4. Future Consideration

    Hi, We were looking for a way to pull all our application data from software catalog to check many of our requirements but there is no way for now. is it possible to implement something like that?  We also have lot of issues in updating our URL for Apps since that changes every now and then when App is updated. is it possible to implement a solution to auto update that.  

    2
    kyril.remillard
    Forum|Forum|1 year ago
    AvistaNew Participant

    Integration with Microsoft Purview4. Future Consideration

    From a security / privacy standpoint, organizations are leveraging Microsoft Purview to classify their data and documents as the options below. When it comes to leveraging document based Moveworks solutions (FileSearch, BriefMe), it would be helpful to be able to filter documents based on their classifications. This is an additional layer of access control on top of whatever permissions are inherited from the document repository/classification users have on local computers.Public Internal Confidential Highly Confidential Non-Business Client Classified

    2
    kyril.remillard
    Forum|Forum|1 year ago
    hersh
    hershInspiring

    Sharepoint Knowledge Ingestion - Filter based on last modified date2. On Roadmap

    This feature will be particularly useful for News sites. News sites or KBs hosted on Sharepoint often have articles that are quiet topical and relevant for a short duration - and contain things that staff will ask their Moveworks bot about. However, the same news sites also typically don’t archive older articles. Old news articles are retained for reference - but are not necessarily enterprise knowledge that may be currently valid.  So all content in a news site may not be categorized as knowledge, but the latest content on that site (e.g. added in last 1 month) might be relevant to be ingested as knowledge in Moveworks.  Some type of content will almost always live on a news site (e.g. notices about works in offices or campuses) Current stateMoveworks Sharepoint knowledge ingestion (via Sharepoint online API) does not support a filter based on created/modified date.The Sharepoint Online REST API does not support relative date filters either. Expected StateWhen configuring Sharepoint start URLs for knowledge ingestion using Sharepoint Online API, it will be great to have an option in the MW setup UI to select another date based filter (e.g. created on last 3 months). 

    1
    kyril.remillard
    Forum|Forum|1 year ago
    dsmallNew Participant

    Web Bot Minimize/Close1. New

    There was a feature that would allow users to close/hide/minimize the webbot on the ServiceNow portal.  It is my understanding that this functionality was removed in July 2024.  This was a valuable feature for our users.  It would be nice to have it returned

    1
    Dan Keith
    Forum|Forum|1 year ago
    Sayantan.DuttaNew Participant

    Proactive Greetings in copilot1. New

    In the classic version of Moveworks, proactive greetings were a feature that automatically greeted users,This helped set a positive tone and created a personalized experience. However, since the transition to the co-pilot version, this feature has not been re-implemented or has become non-functional. As a result, users no longer receive these welcoming messages, which may affect the overall user engagement and experience. Proposed Solution: Re-enable and enhance the proactive greetings functionality within MoveWorks Co-pilot to create a more personalized, welcoming, and engaging user experience. The feature would greet users when they first interact with the system, providing a warm and personalized message based on their profile, role, or team. The proactive greeting could also include helpful information, such as quick links or a personalized task reminder,

    0
    Forum|Forum|1 year ago
    ChrisBryantNew Participant

    Ability to export from Purple chat builder6. Delivered

    Would be great to see an export option for purple chat builder so we can share use case designs for Paths/Queries and Events with stakeholders

    2
    Ajay Merchia
    Forum|Forum|1 year ago
    navya.kandiNew Participant

    Plugin failure communication4. Future Consideration

    Can we get any communication automatically whenever a plugin fails or is failing frequently from the team?At present, we only become aware of plugin failures when users report them. Adding a feature to enable alerts for plugin failures will help in promptly addressing the issue, thereby enhancing the user experience.  

    2
    dluckadoo
    Forum|Forum|1 year ago

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