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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

    jctangKnown Participant

    Employee Comms: Reminder Me Featureempl4. Future Consideration

    I am not sure if this is available already but did not find anything when I did a quick search in the community. I was thinking if there was a way to use the buttons in employee comms to have a built in “Remind me” feature. I know there is a reminder followup that we can schedule for everyone, but this request is to allow the individual remind themselves later. The use case: We send out a comm alerting the user that action is needed on their part and has to be completed by X date.  The bot ping is at an inconvenient time for the user, and there is a button that says “remind me later” and the user is able to schedule a reminder ping for themselves later. I am not sure about Teams, but I know there is a scheduled send feature, and was wondering if we can somehow tap into that. 

    2
    kyril.remillard
    Forum|Forum|2 years ago
    lalikuma
    lalikumaKnown Participant

    Add Feature in Reporting capabilities4. Future Consideration

    Bot First % (Total tickets sumbitted P&C, IT etc. / Navi) - ability to toggle into different data ranges We need this feature in dashboard.

    2
    kyril.remillard
    Forum|Forum|2 years ago
    lalikuma
    lalikumaKnown Participant

    Engagement monthly summary of Employee communication in dashboard4. Future Consideration

    Engagement monthly summary of Employee communication in dashboard

    2
    kyril.remillard
    Forum|Forum|2 years ago
    lalikuma
    lalikumaKnown Participant

    Sentiment Feature : Understand tone and what employee entered4. Future Consideration

    Has a Sentiment feature in the Bot where it detects if People are upset with the technology, this would make follow-up easierEX. CUSTOMERS SAYS, “DON’T LIKE NAVI” – It stops searching and alert team (RATHER THAN HAVING TO SEARCH FOR IT)

    2
    kyril.remillard
    Forum|Forum|2 years ago

    MoveWorks Bot should reference new ticket by user before suggesting to create a new ticket4. Future Consideration

    The Goal of this would be to create a process in which a MoveWorks bot, when communicating with a user via a DM after initial contact was engaged in a slack support channel would be to identify and reference that a ticket was recently created by that user, and suggest to update the status on that current issue rather than suggesting to create a new ticket.  The Issue we are trying to address is that the initial contact is coming from a support channel where the user is asking for help and getting a ticket assigned to them, and if the MW Bot is unable to resolve the issue, its first response in a DM is to offer for the user to create a new ticket.   That is problematic as the only reason that MW Bot is communicating with the user in the first place is because they just submitted a ticket.  Moveworks will need to address the circular function of the Bot action here.  It will need to change the initial prompt to either Identify that a ticket was just recently created and assigned to that user (~10mins or less) or it will need to reconfigure the prompt to suggest to update the status or provide additional information to the already created ticket the user has just opened. 

    2
    kyril.remillard
    Forum|Forum|2 years ago
    Teri.FearnInspiring

    Bot Approvals - alerts for delays4. Future Consideration

    We have noticed several times that there is a 30+ minute gap between the approval being generated in ServiceNow and the Approval request being delivered to the approver by out BOT. The approval team at Moveworks has stated that delays can be expected at times. (Ticket 26170) I am unable to see when this happens unless it is my own approval, could we get some kind of alerting so we can see when there are significant delays delivering approvals to approvers?Thanks, Teri

    2
    kyril.remillard
    Forum|Forum|2 years ago
    ashokmoorthy
    ashokmoorthyInspiring

    Approval failure Analytics4. Future Consideration

    Hi Team,Native Approval is one of the major skill used by many people. We have analytics today about how many people approved and rejected. We also need analytics of how many people are getting failed while trying to approve/reject (due to ServiceNow timeout, ITSM_EXTERNAL_SYSTEM_RATE_LIMITED, GRPC_DEADLINE_EXCEEDED,..).With this, we like to understand the general success ratio of approvals and where else the problem lies. Today, some users are reaching out to us via incident issues, but we need to understand who all have these challenges and when. 

    2
    kyril.remillard
    Forum|Forum|2 years ago
    hong.xiaNew Participant

    The button timeout feature request4. Future Consideration

    The button created in Creator Studio should be timed out otherwise the user can keep clicking it to trigger the underline API call unlimited.

    4
    Forum|Forum|2 years ago
    jctangKnown Participant

    Community/Help/Academy Buttons2. On Roadmap

    Maybe I am missing something here, but in order for me to get to Community, I have to click on one of the applications on my https://my.moveworks.com page and then click on the ? icon on the top right. It would be useful to have the three buttons on the homepage of https://my.moveworks.com. 

    4
    Forum|Forum|2 years ago
    lalikuma
    lalikumaKnown Participant

    Feature Request se case building for Salesforce - Enterprise-Approvals4. Future Consideration

    We use the Salesforce system as the core platform to for Sales / business expenses.Our Sales Team uses various approvals in Salesforce it went for necessary approvals.We have a lot of delay on those approvals, as they went through email and Portal.  Approvers need to click on the URL - > Login into the platform and then click on Submit.The targeted audience is usually the top executives, senior directors, and managers.We really want to enhance the Customer experience by providing single-lick approvals like we are doing with Workday and ServiceNow.Below are the Use cases we want to build.Approval of salesforce transactions.Thanks

    6
    kyril.remillard
    Forum|Forum|2 years ago
    jason.koczeniakParticipating Frequently

    Problem / Major Incident Idea4. Future Consideration

    Good morning, Something that would be really useful would be having the Moveworks bot be able to provide workarounds or a synthesis around open Problems and on-going major incidents. Example:We have PRB1234, lets say its an issue with users time zones not automatically updating post daylight savings time.  In the problem ticket, we have a workaround of opening powershell and running a simple command.  An ideal scenario would be:User asks bot - My timezone is not correct Bot finds the open PRB and provides the workaround Bot opens a tickets and associates it to the existing PRB Bot then asks the user, did this resolve your issue? If yes, bot closes the ticket as no further action is needed. If no, the ticket remains open for a tech to follow-up on (helps verify validity of said workaround) In the major incident space the use case is very similar.  Something like this would potentially allow the bot to serve “knowledge” or “workarounds” bypassing the ~6-24 hour ingestion cycle for knowledge as often times large scale incidents pop up but currently the bot is not able to assist very well.  In addition to the bot not being able to serve workarounds well in the moment, we also lose visiblity into the scope or impact of these incidents if the bot is able to help, thus opening and closing an incident for these cases adds value in the impact analysis.   Just a thought for future development.  

    3
    salah.kaddumi
    Forum|Forum|2 years ago
    sarthak
    sarthakEmployee

    Login Page Refresh6. Delivered

     Key DatesPreview: April 2024What is itAccess your Moveworks products and services like community, academy, and support from an easy-to-access interfaceFeaturesUnified SSO + homepage for all products (Moveworks apps and Trust Okta apps) Self-serve Role-Based Access Control for all products Branded domains (customer.moveworks.com) which are configured as part of SSO configuration 

    10
    sarthak
    Forum|Forum|2 years ago
    Apsara
    Apsara

    Ticket status conversation and linked tickets4. Future Consideration

    Would be good if you can please hyperlink ticket numbers to the appropriate place.  See how this conversation goes as well. Interesting prompts and responses from the bot.  User got a phone number when asking for a ticket number.  We are getting good feedback and would really like to make this better by having tickets hyperlinked.   

    2
    kyril.remillard
    Forum|Forum|2 years ago
    priya.kornalius
    priya.kornaliusKnown Participant

    Duplicate Content / articles is returned as Bot Responses3. Existing Functionality/Native Skill

    I've noticed on several occasions that the bot is returning the same article multiple times within the same set of responses. This occurs because the bot is designed to analyze and break down articles into manageable snippets. Consequently, it identifies different sections of the same article as separate relevant answers to a user's query.This issue has been a source of confusion for our end users, leading them to click on what appears to be distinct results, only to be directed to the same article repeatedly. To enhance the user experience, I suggest implementing a filtering mechanism. This would enable the bot to recognize when snippets originate from the same article and prevent it from returning these as separate results.Could we explore this solution to improve our service and ensure a more efficient interaction for our users?

    4
    kyril.remillard
    Forum|Forum|2 years ago
    pavithra.babu

    Service Specific Roles and Alerts4. Future Consideration

    In Knowledge Studio we need an ability to alert our service teams to consider a recommendation. Knowledge management ownership is with individual service teams and we need a way to empower them to use the capabilities for their specific service within Knowledge StudioThis Service specifc roles is also something we would like to see in EXI and Bot Analytics.

    2
    kyril.remillard
    Forum|Forum|2 years ago
    pavithra.babu

    Consider Existing Knowledge in the Generated Knowledge Updates3. Existing Functionality/Native Skill

    Knowledge updates recommendations are generated from agent notes as the source. Many times the agent notes are just quick notes and existing knowledge article has more information than what the agents put down in the resolution notes, so the idea is to combine both the agent notes and existing knowledge to generate a more robust knowledge update recommendation.

    2
    kyril.remillard
    Forum|Forum|2 years ago
    Apsara
    Apsara

    Learn from Agents and have our bot repeat those questions4. Future Consideration

    Creator Studio Pathing is not ideal for this because then it’s something we want to maintain and manage so why not use the Service Now “NOTES and WORK NOTES” to train the models.This was an idea from a member on my team @Janni.Plattner  Imagine someone called the help desk and said I’m having email issues please help meAgent would usually ask and log the questions and answers in Service Now Notes (work or customer facing)Desktop or Mobile What issue are you having (can’t send, can’t receive) Is this gmail our outlook Now imagine moveworks learns from that.  User comes to the bot and saysI’m having email issuesThe bot, models and reasoning learned from historical tickets that the next question to ask the user isAre you in Outlook or GmailIs this desktop or mobileAre you connected to wifi?Can you describe the issue?EtcHopefully the bot can answer the troubleshooting step from the work notes.If not and a ticket is filed then the  Employee answers are then logged in the ticket and triage improves. This will improve triage, reduce tickets and also prevent agents from asking the same questions. 

    2
    kyril.remillard
    Forum|Forum|2 years ago
    julie.leungNew Participant

    Better Business Use Case and Role Selection in Software Provisioning UI4. Future Consideration

    Our users continually get confused on how to enter a business use case. Hoping that this UI can be improved for a better user experience. Often times they get confused since they just see a CANCEL button when queried by our bot. They will escalate these tickets to IT Agents since they do not know how to interact with this prompt, even when I type up instructions.  Another idea would be to have an easy to read way with explanations on role selection. We currently have this in the Business Use case with tldr role descriptions and links to KBs but it comes up looking like a giant block of text. Would be great if we could allow formatting here so the user has a better idea of which role they should pick. 

    2
    kyril.remillard
    Forum|Forum|2 years ago
    jambu.jNew Participant

    Request "On behalf of"5. Not Enough Info to Make Decision

    We can introduce a new process that allows supervisors to raise access requests on behalf of their team members. This will enable employees to gain timely access to the resources they need to perform their job duties, while ensuring that all access is properly authorized and tracked. Under this process, supervisors will be able to submit access requests through the BOT, providing necessary details such as the employee Name, email ID, and the specific access required. The request will then be reviewed and approved by the appropriate IT personnel/enabled for auto approval to ensure access is in accordance with organization's security policies. This new process aims to reduce the administrative burden on employees and IT staff, while also improving the overall efficiency and security of our access management practices. By allowing supervisors to raise access requests on behalf of their team members, we can ensure that all employees have the necessary access to perform their job duties, while maintaining a robust and auditable record of all access requests and approvals.This feature can be extended to IT Support teams to make software changes in the system by providing details such as the employee Name, email ID, Hostname, Software, and action needed.  

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

    Dynamic Attributes With Employee Comms4. Future Consideration

    Can unique attribute fields be added to campaigns?  For example:  Exit date is an attribute pulled in.  Can I add that attribute in the Comms tool to display unique for each member of my audience?

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

    Assignment of Hover text for campaign button4. Future Consideration

    Hi Team,Implementing a feature that allows for the assignment of distinct hover text to each button in a campaign would be beneficial. It would enable users to gain additional insights about the button's function, even if the button's label differs.

    3
    kyril.remillard
    Forum|Forum|2 years ago
    andrew.keith
    andrew.keithNew Participant

    Send Campaigns to multiple platforms4. Future Consideration

    We have our bot in both Slack and Teams, however campaigns are only delivered to Teams. It would be great to be able to select which platform to have the message delivered to when setting up a new campaign. Have a multiple select box where you can check all required platforms.

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

    Prompt user for closure comment when user closes ticket via bot4. Future Consideration

    When a user closes a ticket via the bot, it should prompt for a closure comment.  This doesn't happen, and the ticket is closed by the bot without any info on the ticket.

    2
    kyril.remillard
    Forum|Forum|2 years ago
    sajal.chatterjeeKnown Participant

    How to autopopulate requestor details in service now catalog forms through moveworks.5. Not Enough Info to Make Decision

    How moveworks going to autopopulate requestor details of service now catalog forms through howl chatbot.

    2
    kyril.remillard
    Forum|Forum|2 years ago
    Lucas Rollo
    Lucas RolloCommunity Manager

    Actions: OAuth 2.0 JWT6. Delivered

    Key DatesLimited Preview: March 2024 Preview: April 2024What is itConnect to systems like Gsuite that require OAuth 2.0 JWT auth.FeaturesEnforce access controls: Act on behalf of each user by passing their email address as a JWT claim.

    4
    Ajay Merchia
    Forum|Forum|2 years ago

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