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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.

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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

    Thomas.CoffeyKnown Participant

    Proactive Moveworks Bot Disclaimer4. Future Consideration

    I have seen a few threads on the community pertaining to disclaimers that would be applied on the bot outputs. At our company there is large concern around users inputting sensitive data into the copilot version of the bot and are looking for a proactive disclaimer. A pop-up message prior to a user engaging with the bot, a Microsoft teams' status that shows a disclaimer, etc. Curious to hear other’s thoughts and ideas! 

    2
    kyril.remillard
    Forum|Forum|1 year ago
    Sydney.DardenParticipating Frequently

    Last Updated Field for Articles in Knowledge Studios4. Future Consideration

    My team would find the “last updated” field for articles in Knowledge Studios helpful in keeping internally ingested knowledge up to date. Looking at, for example, in SharePoint where if an object is old/updated/added you can have display or notify to the owners - “Article X hasn't been updated in 2 years, please review this article for accuracy.”  Thank you!

    2
    kyril.remillard
    Forum|Forum|1 year ago
    Sydney.DardenParticipating Frequently

    Over-eager linking to content in the body of cited external article4. Future Consideration

    Hi All,It was suggested by support to post this here--When asking out bot, Herbie, "can you please help me create a pivot table in excel?" Herbie says: To create a PivotTable in Excel, follow these steps: 1. Select Your Data: Click on a cell in the source data or table range. 2. Insert a Recommended PivotTable: Go to the Insert tab and select Recommended PivotTable. Excel will analyze your data and present you with several options ⁽¹⁾. 3. Choose a PivotTable: Select the PivotTable that looks best to you and press OK. Excel will create a PivotTable on a new sheet and display the PivotTable Fields list ⁽¹⁾. For more detailed instructions, you can check out this interactive tutorial⁺. If you need further assistance, feel free to ask! In the part that says "For more detailed instructions, you can check out this interactive tutorial⁺."The tutorial it links to from external knowledge The template page is being served, as external knowledge from Microsoft is not relevant to pivot tables. (https://create.microsoft.com/en-us/excel-templates) Any advice or suggestions on how to prevent the bot from serving links in external articles that are not relevant? Thank you!

    2
    kyril.remillard
    Forum|Forum|1 year ago
    priya.kornalius
    priya.kornaliusKnown Participant

    Copilot -- Bot Redirection to MW page on click of CTAs / hyperlinks4. Future Consideration

    Issue: We’ve identified an inconsistency in how copilot directs user interactions. While some links within the bot's responses correctly navigate to our ITSM app, others, such as the "Add Comment" command and "Get Help" links, redirect users to MW page where they must input details that are then relayed back to our ITSM. Impact: This inconsistency is leading to a fragmented user experience, with each action following a different process. Our goal is to provide a seamless and intuitive experience that minimizes confusion for our users. Could you please explain the rationale behind this design choice?Recommended Solution: We suggest that when users select the "Add Comment" CTA or any CTAs and links, the bot should capture their directly within the chat interface, avoiding any redirection. If the bot cannot accept inputs within the chat, we should consider redirecting users straight to the relevant incident/service request in our ITSM.

    2
    kyril.remillard
    Forum|Forum|1 year ago
    priya.kornalius
    priya.kornaliusKnown Participant

    Flexible Source Links for Knowledge Studio Recommendations to Enhance Agent Efficiency4. Future Consideration

     I’ve noticed that when clicking "View Sources" from Knowledge Studio (KS) recommendations, the source ticket IDs are directed to the ITSM end-user interface. This prevents our agents from accessing the tickets to review the KS-recommended content.It would be helpful if KS offered the flexibility for customers to choose whether the source links direct to the agent or end-user instance, depending on the corresponding tickets.This limitation is a roadblock for our agents, as they need to manually copy and paste the ticket IDs into their agent interface to inspect each source from the recommendations. This process is time-consuming, and as a result, our agents have stopped using this feature.

    2
    kyril.remillard
    Forum|Forum|1 year ago
    priya.kornalius
    priya.kornaliusKnown Participant

    Challenge with MW Triaging and Manual Inactive Services4. Future Consideration

    Issue:MW is currently triaging and updating with inactive business services. While our CRM tool's API provides information on whether a business service is active or inactive, MW lacks the capability to validate this and filter out inactive services. As a result, it updates with both active and inactive services without proper verification.This creates an additional manual workflow for the business, requiring us to update inactive services manually in the block list from the MW admin page. This workaround shifts the responsibility to us for tracking inactive services, which is not an optimal solution and does not effectively address the core issue. 

    2
    kyril.remillard
    Forum|Forum|1 year ago
    priya.kornalius
    priya.kornaliusKnown Participant

    MW Chatbot to ingest Internal Article Permissions4. Future Consideration

    Currently, we have only ingested public articles from our enterprise ticketing application for the MW chatbot to access and respond to. MW should also be able to ingest internal articles, allowing the chatbot to respond based on user-specific article permissions.This would ensure that only authorized users receive responses from internal articles. This approach excludes the file search skill and leverages our enterprise ticketing application as the source for both internal and public articles.

    2
    kyril.remillard
    Forum|Forum|1 year ago
    pavithra.babu

    Web Bot: Remove Moveworks branding and Copyright at the bottom of dialog4. Future Consideration

    In the dialog boxes that are shown in the web bot the Moveworks logo and copyright message is shown in the bottom. This is not shown in the Teams bot, but shows on the web bot. Since the bot is white labelled to our own internal bot name, this might be confusing. For example, when we use the ServiceNow portal, it is completely designed for our internal use and there is no reference back to ServiceNow even though it is powered on the platform.Can we have this removed? 

    2
    kyril.remillard
    Forum|Forum|1 year ago
    nicole.hulst
    nicole.hulstKnown Participant

    Date filter to apply to all tabs in Bot Perofrmance Insights4. Future Consideration

    When browsing and analyzing data it would be very helpful if the date filter that I set is being taken over in the other tabs as well. It’s confusing when I select a period, say July 2024 start looking at the data then I switch over to Acceleration and would like to seamlessly continue my analysis but the date filter is not adapted.In the beginning I didn’t even realize that this is not updating. Which led to a lot of confusion.   

    2
    kyril.remillard
    Forum|Forum|1 year ago
    Nick PolianlisNew Participant

    Additional External knowledge4. Future Consideration

    Can we get the following sites added for external knowledge:https://docs.databricks.com/en/index.htmlhttps://docs.getmontecarlo.com/https://www.astronomer.io/docs/

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

    Specific Search Using Prefixes4. Future Consideration

    We've noticed a recurring request from teams who wish to refine their search queries within our bot. They are seeking a feature that allows them to prepend a prefix to their questions, ensuring that the bot's search is confined to a specific knowledge base. For instance, due to the overlap in processes across different teams, the bot may pull answers from a broad range of ingested articles, leading to responses that may not precisely align with the user's needs.

    2
    kyril.remillard
    Forum|Forum|1 year ago
    Mik-E
    Mik-ENew Member

    Generate more focus towards Support Transaction Survey4. Future Consideration

    When a ticket from ServiceNow is closed, our bot will send two updates to caller / requester.  The area in Yellow is the first notification the caller will receive.  You will see in this one, there is a link to the Support Transaction Survey. Then the caller gets another notification that says the issue has been resolved / fulfilled and it includes the bot options for Re-open issue and Got it, thanks.   Our initial thought on this is that the caller always goes to the last notification from the bot.  If the caller clicks on Got it, thanks, they then get this:  If the user clicks on the Thumbs Up or Down, they get this:The feedback we have received is that users believe this is the same as the initial Support Transaction Survey in the first message from the bot, when it is not.  Our idea is to make the Support Transaction Survey available in the last message the user receives from the bot, or if the user clicks the Got it, Thanks button, they get another prompt to fill out the Support Transaction Survey.  We want the bot to focus more on that survey versus giving feedback about the bot behavior. 

    2
    kyril.remillard
    Forum|Forum|1 year ago
    logm001New Member

    Add the language logo right after the Get help button4. Future Consideration

    It’ll be much easier for our users to have the language logo right after the Get help Button in order to switch from French to english, not all users know that you have to click on the info button and then choose the language. please check the screen shot attached 

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

    Sharepoint list ingestion4. Future Consideration

    Would be great to add Sharepoint list ingestion as a feature. This has started coming up frequently and is a feature we would like to propose so that users do not have to modify their Sharepoint content for ingestion.

    2
    kyril.remillard
    Forum|Forum|1 year ago
    lalikuma
    lalikumaKnown Participant

    Add additional section/ Add new fields - Moveworks Native CSAT survey4. Future Consideration

    Add additional section/  Add new fields - Moveworks Native CSAT survey –(Survey Triggered Date & Survey Taken Date)

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

    Showing KB number in the citation4. Future Consideration

    Hello Team,Currently in the moveworks copilot the citation have only the KB name, it should also show the KB number as this gives a generic idea to users as well as service and support team when they get an summary answer from the KB

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

    Slack Form to include an attachment4. Future Consideration

    When presented a form in Slack it would be very helpful to include an option to add an attachment.  Right now the user has to navigate to the app.moveworks portal in order to add an attachment.  The preferred behavior is to keep the user in Slack as much as possible.

    2
    kyril.remillard
    Forum|Forum|1 year ago
    jaime.rennKnown Participant

    Knowledge ingestion failures4. Future Consideration

    Our company is primarily using Igloo for Knowledge at the moment and we are in the process of expanding Enterprise Answers for our various team/departments/LoBs - all who have their own spaces on Igloo.  We are spending a considerable amount of timing confirming the expected knowledge was ingested and then figuring out why some knowledge was not ingested.   We would greatly benefit in hours of time spent weekly if we had access to failure logs or messages so we could see if the wiki article failed to ingest, was not seen at all or etc.   Something similiar to the Service Now form ingestion failures would be hugely beneficial. 

    2
    kyril.remillard
    Forum|Forum|1 year ago
    halshing
    halshingParticipating Frequently

    Ability to Delete Ingested Articles4. Future Consideration

    In Moveworks Setup, it’d be great to be able to clear out all or some of the ingested articles. There isn’t a way from the interface to select an article and mark it for deletion.

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

    Filter by button click in Copilot Insights4. Future Consideration

    Would like to filter by Interaction Content. want to filter by Interaction Type: Button Click and then filter the content by all the times a user clicked No, I need help and understand add'l improvement opportunities.

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

    Bi-directional comment control4. Future Consideration

    At this time, the bi-directional comments cannot be turned off. It's just a part of the ticket syncing configuration as a whole. Could we have settings to turn off these comments for Jira Cloud similar to the webhook setup for Jira Server?

    2
    kyril.remillard
    Forum|Forum|1 year ago
    Chad TardifParticipating Frequently

    URL to trigger bot fillable SN form4. Future Consideration

    I’d like to see a way to put a URL in a knowledge base article that if clicked, would trigger a specific SN catalog form to be kicked off in the bot (same behavior when a catalog item is in-bot form fillable).In the above screenshot, method #1 from the KB explains how a user should be requesting this using the bot BUT it's a bit confusing because it's the bot telling the user to use the bot. So my thought here is if there's a way to put a URL in the KB so that when the bot spits out the answer, it would say "Method 1 (from bot): CLICK HERE" and that CLICK HERE URL/link would kick off a specific SN form/catalog (maybe by sys_id). 

    2
    kyril.remillard
    Forum|Forum|1 year ago
    nick_demayo
    nick_demayoKnown Participant

    SharePoint Start URL Metadata4. Future Consideration

    When configuring start URLs for a SharePoint msgraph integration (and possibly in other locations) it would be nice if the block included the ability to add a “name” or other identifier for the site… we’ll eventually have quite a few sites in this list, and the current msgraph URL is not enough to easily identify them within the admin center. 

    2
    kyril.remillard
    Forum|Forum|1 year ago
    priya.kornalius
    priya.kornaliusKnown Participant

    Formatting Issues in MW Knowledge Studio Affecting AI-Friendly Content Delivery4. Future Consideration

    Hi Team:I've noticed that MW Knowledge Studio (KS) is not delivering content in an AI-friendly format, making it difficult for us to copy and paste into the Wolken Knowledge Management system.Issue: Both the Knowledge Creation and Knowledge Recommendation features in KS are not providing correctly formatted content. The recommendations are not aligning with MW's AI-friendly KB writing guidelines.During my KS certification, I observed that AI recommendations were provided in a properly formatted manner without needing additional prompts to render the content. While I'm okay with prompting for numbered or bulleted lists, the current AI engine responses are not easy to read as the content is often unformatted, requiring us to prompt for better readability each time.Since the MW bot cannot effectively crawl through such content, it’s important that KS responses align with the bot’s AI-friendly writing guidelines. This will enable our team to efficiently copy and paste the recommended content into existing articles or create new ones in accordance with MW's writing standards.Thank you for your prompt attention to this matter.

    2
    kyril.remillard
    Forum|Forum|1 year ago
    rashmita.rathNew Participant

    ticket escalation capability5. Not Enough Info to Make Decision

    This is a new feature request/ product idea to add the capability in Moveworks that allows users to escalate their tickets after they have surpassed the resolution Service Level Agreement (SLA). The ticket would then be escalated to the service owner/group for necessary attention.

    7
    neal
    Forum|Forum|1 year ago

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