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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

    Ajay Merchia
    Ajay MerchiaCommunity Manager

    Validation Errors & Trace Ids6. Delivered

    Key DatesLimited Preview: July 2024 Preview: August 2024 What is itWe heard your pain about these error messages. You will now get clear feedback from the product when an error occurs so that you know how to fix your issue and continue building your plugins. FeaturesModeled error messages: Error messages will be specific and actionable. You’ll know exactly how to fix your error without guessing & checking different configurations Updated troubleshooting docs: Our troubleshooting docs will be updated to match these error messages so you can quickly find ways to solve your issues. Trace IDs: Can’t resolve the issue? Our support team will be able to more readily find the issue that occurred with trace ids. Simply provide them in your support tickets – no need to hop on a call to reproduce each time.

    10
    Lucas Rollo
    Forum|Forum|2 years ago
    ashokmoorthy
    ashokmoorthyInspiring

    Enable language list in Edit request6. Delivered

    Hi Team,While I am trying to update/change the language in bot, I am getting the language code in "Edit request" button.This is confusing the users and helpless. Can we get the relative languages rather than the code.  

    5
    ashokmoorthy
    Forum|Forum|2 years ago
    kyle.carlsonNew Participant

    Multilingual Support ticket translation ability4. Future Consideration

    From the MLS documentation:This experience is only from user to agent. If an agent adds a non-english comment, there is no translation applied onto the ticket itself.I think this is an ability that would prove useful to ensure teams can enact global support coverage, regardless of where the company/employee are based. Many companies hire support agents in other regions that may need to assist English-speaking users.

    2
    andrew.mairena
    Forum|Forum|2 years ago
    KaviKnown Participant

    DNT [Do not translate] Keyword requirement in Live Agent Chat6. Delivered

    Hello Team, We would like to request a feature that allows certain chat messages to remain untranslated. For example, when an agent shares a folder path with a user, it does not need to be translated. Our proposed idea is to append a 'DNT' keyword before the chat message, which would be skipped by the MLS engine. This feature would enhance communication efficiency and reduce the risk of misinterpretation. 

    4
    andrew.mairena
    Forum|Forum|2 years ago
    sujit gaikwadKnown Participant

    Hide empty fields from the API response in the citation pop-up4. Future Consideration

    Hi Team,As per observation on the copilot if API return the single data copilot the summarize the result and present in the text format. We can see the details in the key value format (How bot used to response in class bot for query use case) on clicking citation link.We can see that the if any field in the API data still presented as blank in the copilot. can that be removed like it used to happen in the Classic botThanks,Sujit 

    4
    Ajay Merchia
    Forum|Forum|2 years ago
    onlyawaveNew Participant

    Copilot "Thinking Feedback" in Channel Resolver5. Not Enough Info to Make Decision

    Today, when a user asks a question to a Copilot enabled bot via channel resolver - they do not receive the same type of feedback that the bot is thinking through their question like it does via DM.   Due to length of time it can take the bot to work through providing an AI generated response - this long window of nothing coming from the bot can be disconcerting.  The lack of feedback can sometimes be confusing to a user leaving them with questions like: “Is the bot working?” “Is the bot able to answer my question?” “Should I request help from a person right away?”

    3
    lalikuma
    Forum|Forum|2 years ago
    HannahNNew Participant

    Improve Copilot response when user responds without selecting 'Add Comment' after ticket notification5. Not Enough Info to Make Decision

    When our users receive a notification for an update on a ticket, they are not always selecting the ‘Add Comment’ option in order to respond. With Next-Gen Copilot, the response from the bot responds with  ‘taking note of the situation’ and ‘forwarding to the appropriate team’ when no such action has occurred. This leads to a disconnect between the agent working on the issue who does not receive an update, while the user believes they have responded.While users can be educated on ensuring they select the ‘Add Comment option’ it would be great to adjust the response the bot presents to users to remind them that the ‘Add comment’ button needs to be selected before responding, or granting the users the chance to Add the comment after they’ve sent it to the bot.Below is an example screenshot of the Next-Gen copilot responding to a user without the ‘Add comment’ option having been selected. 

    3
    Forum|Forum|2 years ago
    eric.ruizParticipating Frequently

    Scripted Rest API are needed for Abbvie Customer5. Not Enough Info to Make Decision

    We need Moveworks to be able to call Scripted Rest API for our ServiceNow integration. This will enable us to call automation with very little customization.   Adding a key example we are trying to solve:One simple example which we cannot currently do is Resolve tickets.  We won’t get table access to do this because what the Resolve button does in the front end is trigger a series of workflows, i.e. email, status change, survey, etc.  Our servicenow team tell us that if a scripted rest API was available all of these types of button/automation can be triggered from bot.    

    5
    Forum|Forum|2 years ago
    Reethika.SudhakarBhogadiNew Participant

    Unily Keyword Ingestion4. Future Consideration

    We'd like for MW to be able to ingest data from the ‘keyword for search’ field in Unily.  In our current implementation of unily, we are using that field to set keywords will be tied to an article and when user types in the keyword, corresponding articles will be served. See MW# 27573.  For our original discussion on this topic.

    2
    kyril.remillard
    Forum|Forum|2 years ago
    Reethika.SudhakarBhogadiNew Participant

    Article view issue with different Language settings4. Future Consideration

    Summary of issue: If an article is in Spanish source language and shared with a users location/persona, but the users language is set to English in AVA, the article they are looking for is not showing as a result for them even if they use the word-for-word article title. Also, we discovered AVA was overriding/auto translating a Spanish article title when it displayed in other results. Desired outcome: Regardless of what a users language is set to in AVA, if a user has access to an article in HRConnect, they should be able to see it as a result when searching for it. AVA should not be overriding translations that are in HRConnect, whether article is displaying as a primary or an “other” result.MW# 27799

    2
    kyril.remillard
    Forum|Forum|2 years ago
    austin.krogh
    austin.kroghKnown Participant

    HR: Upcoming Holidays or Key Dates4. Future Consideration

    Hi MW Team - We have a lot of employees that are asking about their upcoming holidays; however, instead of sharing the next holiday date listed in the article/posted schedule, our bot is sometimes providing dates in the past. Is this something the team can look into? I would think the bot could reason "upcoming" or "future" meaning the next available dates based on what we have in our content.Example: Employee queried "upcoming holiday in India" and the bot returned, "The next upcoming holiday in India is Good Friday, which will be observed on March 29th, 2024. The bot shared the correct article (IND - 2024 PAN India Holidays), but the date provided was in the past. We worked with MW support on this and they pointed us here. Thank you!

    2
    kyril.remillard
    Forum|Forum|2 years ago
    mesato
    mesatoNew Participant

    Flagging Knowledge Studio Recommendations4. Future Consideration

    We’d like to be able to flag false positives or “no action needed” recommendations in Knowledge Studio so that they don’t keep showing up on the recommendation list. 

    2
    kyril.remillard
    Forum|Forum|2 years ago
    mesato
    mesatoNew Participant

    Export Knowledge Studio Recommendations4. Future Consideration

    We would like to be able to export Knowledge Studio recommendations so that we can easily track recommendation review and action item statuses. 

    2
    kyril.remillard
    Forum|Forum|2 years ago
    mesato
    mesatoNew Participant

    Search Function for Knowledge Studio Recommendations4. Future Consideration

    We would like to be able to do keyword searches in the recommendations list to quickly locate specific recommendations when the target recommendation is not immediately obvious.

    2
    kyril.remillard
    Forum|Forum|2 years ago
    mesato
    mesatoNew Participant

    Historic View for Knowledge Studio Recommendations4. Future Consideration

    We would like to see how the Knowledge Studio recommendations list evolve over time as an indirect indicator of our response and subsequent development of our knowledgebase (i.e. historic snapshots) as some of the recommendations fall off the list. 

    2
    kyril.remillard
    Forum|Forum|2 years ago
    ghenonNew Participant

    HappySignal integration to capture end users satisfaction3. Existing Functionality/Native Skill

    Hi,We are using HappySignal to capture end users satisfaction after incident resolution. We would like those notification to be integrated in Moveworks.Priority 1 is to have notifications sent and answer captured inside Moveworks at incident resolutionThen it will be great that HappySignal surveys can be also sent when interaction ends (if no incident is created)Regards,Guillaume

    2
    dluckadoo
    Forum|Forum|2 years ago
    mel.spinksParticipating Frequently

    Enable employees to raise urgent requests through the bot3. Existing Functionality/Native Skill

    I’ve had multiple requests from staff internally that they would like to be able to raise tickets through the bot and indicate the level of urgency. Currently there is no way for them to do this except to add text in either the title (where possible) or the description of the request. This can approach can lead to delays in triage as the text to support the urgency / escalation is buried in the content of the ticket. Can there be a flag / button or similar for staff to highlight urgent tickets or request escalation?  

    3
    dluckadoo
    Forum|Forum|2 years ago
    fatima.aghla
    fatima.aghlaInspiring

    Customizable Catch-All/ Get help Form3. Existing Functionality/Native Skill

    Is there a possibly to allow your customers to customize the catch-all form?For example, by enabling this as ServiceNow form, which each client can manage as needed, but before solution here is our issue:Problem StatementEven though we have dedicated forms and automations for different domains, many clients still use the “Get Help” button out of habit for certain domains. This leads to unnecessary Service Desk incidents - The native triage i unable to get it to the SAP L2. This is because of the vast amount of queues in that area and the limited amount of information provided when using the get-help button.For example, for SAP, despite having the bot present the specific forms, clients sometimes bypass it.. Proposed SolutionTo tackle this, I suggest one of these three different options:Customizable Catch-All Form: Make the catch-all form a customizable ServiceNow form that clients can manage as needed. Form Link Presentation: Allow to automatically redirect clients to the correct form if they select a specific category (like SAP); Guided Submission and Interception: Intercept incident submitted via the catch-all form, guide clients to the appropriate form without creating unnecessary tickets, or make auto-cancellations invisible to clients to avoid confusion.Right now, we created a variant of  #3 ourselves, with a BR, which sends out a guiding message when SAP is elected but:The client sees the incident creation acknowledgment, we have no way to hide that ourselves. They have to go through the submission. Ideally, we don't even want them to submit anything, but instead dynamically propose them the SAP links if they choose that category.

    2
    dluckadoo
    Forum|Forum|2 years ago
    Danielle.K
    Danielle.KKnown Participant

    IT Agent Team Chatroom with Bot3. Existing Functionality/Native Skill

    We are exploring the use of Microsoft Copilot for Service and I’m curious if anyone has implemented a chatroom (MS Teams or Slack) where the Moveworks bot is deployed, where folks from our IT helpdesk would be able to ask a question and the bot would answer, if it has any knowledge of the issue in question--or it can hand off the question to Microsoft for Service if it doesn’t. Right now, we’re trying to drum up more in-team collaboration, and having our AI teammate in there to help would be a great addition!

    5
    Forum|Forum|2 years ago
    Apsara
    Apsara

    [FEATURE REQUEST] EXI Dashboard Enhancements4. Future Consideration

    Loving the EXI Dashboards! Multi Select AppsOn the Apps & Services report we can only select ONE item.  Movework’s LLM is categorizing Zoom as Zoom Phone, Zoom Meeting and Zoom Conferencing and we’d like to multi select. Also as a portfolio owner I may want to select other apps to view everything holistically.Save SearchesWould love to save searches so I don’t have to repeat the same options every day.  Some of the searches require up to 7 fields to be selected.AlertsHow can we alert users via My Assistant notification that you are noticing an uptick in tickets within the last X hours.  Something maybe going on?  Goal here is to alert users if there is an abnormal spike in tickets. More Custom FiltersCurrently there can only be 10 fields to filter on.  5 are default and can’t be changed and 5 customizable.  We’d like more customizable fields

    3
    Forum|Forum|2 years ago
    ghenonNew Participant

    Add knowledge connector for OpenText ECM4. Future Consideration

    Hi,We have large knowledge content in OpenText ECM (document management solution). It will be very valuable for us to have Moveworks being able to ingest those content, which are mainly PDF and Word documents.Regards,Guillaume

    2
    kyril.remillard
    Forum|Forum|2 years ago
    sarthak
    sarthakEmployee

    SCIM Syncing with Moveworks Roles4. Future Consideration

    Let us know if you would like to see role-based provisioning from your IDAM to various My Moveworks roles! This would allow your IDAM administrator to define a group and manage access to various Moveworks applications directly from their IDAM portal!

    1
    kyril.remillard
    Forum|Forum|2 years ago
    sarthak
    sarthakEmployee

    Grant bulk access to lots of users with Roles and Permissions App4. Future Consideration

    Key DatesUnder consideration – no timelines for rolloutWhat Is It:Add multiple users through the Roles and Permissions user interfaceFeaturesSpecify multiple emails through a UI to be granted access to roles

    3
    kyril.remillard
    Forum|Forum|2 years ago
    dmooreheadNew Member

    Can we create a data "score" to figure out the value of each of the ingestions points in Moveworks4. Future Consideration

    We have several data sources feeding into our Moveworks instance and it would be good to know the fidelity as a composite score that we can dig into to find key data that is not being surfaced or promoted.

    2
    kyril.remillard
    Forum|Forum|2 years ago
    AbeFromanNew Participant

    Adding External Sources4. Future Consideration

    When will you add workday (HR) and Alight (HR) for external answers in enterprise search?

    2
    kyril.remillard
    Forum|Forum|2 years ago

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