Is there any way I could get a view on Service portal analytics i.e. I need to see where the most and the least traffic is on the items we have on the portal. I need this information to understand the Service portal user experience and identify places of improvement.
We also, have a situation where the users are struggles to differentiate requests from incidents (they usually log incidents instead of requests). Would it be possible to use Virtual Support to guide users on whether their issue is an incident or a request? Something like, for example, If a user is unsure of what their issue is they’d basically type their issue then the Virtual Agent would then guide them on which support ticket to open based on what they typed. Would that be feasible?
