In our previous blog we discussed how Universal Request (UR) drives a more unified service experience, eliminates service delivery dead ends, and enables better cross-departmental collaboration.
Continuing our journey towards this goal, Universal Request was enhanced and updated in the Rome release with features that naturally blend with Enterprise Service Management (ESM) and Global Business Services (GBS) service delivery models.
Universal Request highlights from the Rome release:
- Direct Transfer Configuration to define and configure fields that must be copied to the endpoints for ticket transfers and creation.
- Integration with Request Management to create a Universal Request (UR) when an employee submits a request from IT catalog items (RITMs). This feature also enables creation of RITMs from an existing UR.
- Enhanced Predictive Intelligence capabilities to identify if the content provided by the requester has sensitive or confidential content along with automatic creation of primary ticket that reduces the need for manual triaging by routing agents.
- Universal Request integration with Microsoft Teams that empowers the collaboration between Agents and Employees.
Direct Transfer Configuration
Starting in Rome, a Direct Transfer Configuration form is available. This allows admins to easily create field mappings for department level tickets that are created instead of using scripted extension points.
For example, if a primary ticket of a Universal Request is transferred to an HR case, the Direct Transfer Configuration form allows you to define which fields should be copied from the source table fields to the target table fields, this can be defined using this form i.e. in this scenario HR case to which the primary ticket is transferred.
In the above image, an example of Transfer Mapping configuration is shown for when a primary ticket is transferred to an HR case (General Inquiry). The target fields opened_for and subject_person in HR case will be copied from the opened_for field from the source table. Below is an example of how the fields would be populated once the primary ticket is transferred.
To access the form, navigate to Universal Request > Administration > Direct Transfer Configuration. See Direct Transfer Configuration Form for more information. Post this configuration, map the service fields with that of the UR fields to enable a seamless transfer of tickets. For further details on the configuration, see Map UR fields for direct transfer configuration.
Universal Request integration with Request Management
Integration of Request Management with the Universal Request application enables Employees and Agents to create a UR by submitting a request from an IT catalog item (RITM). Respective Requested item becomes the primary ticket for that UR.
This integration provides a consistent ticketing experience and facilitates inter-department request transfers. To use this capability, enable the sn_uni_req.com.snc.ur.request_integration property under Universal Request properties in the Universal Request application. For more information, see Universal Request properties.
The integration enables the following actions:
- As a Routing Agent, create a Request directly from the Universal Request application using the Create Request option.
- As an RITM fulfiller, transfer a request to another department or back to the Universal Request queue by using the Transfer option if the RITM record is assigned to you or your group.
- As an Admin, configure a catalog item to create a Universal Request and automatically associate the request as a primary ticket for the Universal Request. For more information, see Configure a catalog item or record producer to create a Universal Request.
- As an Agent, view all the associated Requests and Request items as a related list for a Universal Request.
Additionally, admins can map Requested item (RITM) states to UR states to track the progress of the request. See Request item state mapping for more information.
Note: The Request Management integration with UR isn't supported for Order Guides or Shopping Cart functionality where multiple RITMs are submitted together since Universal Request can have only one primary ticket at a time.
Predictive Intelligence for Universal Request
Predictive Intelligence for Universal Request uses machine-learning algorithms for the auto-assignment of URs, detection of sensitive/confidential information and to find similar knowledge articles and closed Universal Requests.
Solution Definitions for Universal Request and their benefits:
The solution definitions for Predictive Intelligence for Universal Request is available when you activate the Predictive Intelligence plugin (com.glide.platform_ml) and Predictive Intelligence for Universal Request plugins (com.snc.universal_request.ml). A minimum of ten thousand records are needed to train these classification and similarity predictive models.
Below are the details of all four solution definitions delivered for Universal Request along with their purpose and benefits.
Classification models for Universal Request:
- Universal Request Categorization: This solution definition predicts the sys_class_name using the short description, description of Universal Request and runs a business rule to auto-create primary ticket based on prediction. This capability can be used only when "Enable Universal Request Auto Categorization" property is set to true under Universal Request > Administration > Properties.
- Universal Request Sensitive Classification: The solution definition for sensitive information classification identifies and predicts if the UR is sensitive based on the short description and description. If the model predicts sensitive/confidential information then the UR is marked as restricted. To use this classification model, set the "Enable to auto-restrict requests with sensitive information" property to true by navigating to Universal Request > Administration > Properties.
Similarity models for Universal Request:
- Similar Knowledge Articles for Universal Request: The similarity model predicts similar knowledge base articles based on the short description and description of the UR. When an agent opens a Universal Request, these similar knowledge articles are displayed in the Related search section of the UR.
- Similar Closed Universal Request: This similarity model identifies and predicts similar URs that were closed in the past based on the short description, description and the assignment group of the UR created. Agents, can view these similar closed URs in the Related Search section of the UR.
Universal Request integration with Microsoft Teams
With this out of the box integration, we empower Agents and Employees to effectively collaborate with each other resulting in quicker actions/resolutions for their requests by leveraging Microsoft Teams application.
Routing agents can collaborate with employees using the "Start Microsoft Teams Chat" option available on UR to communicate or request any additional information that enables them to resolve request more effectively.
Additionally, agents can import these messages using "Import Messages from Microsoft Teams" in the Universal Request as "Additional Comments" or "Work notes" for future reference to consolidate communications between the employee and routing agents working on the UR.
Furthermore, employees can leverage the following topics for Universal Request in Teams:
- Employee Help Request to create a UR from Microsoft Teams
- Track Universal Request Status to track, update and close a Universal Request from Teams
The employee experience within Microsoft Teams for UR creation is similar to the experience they had in portal i.e. while creating UR using Employee Help Request topic in Teams, if based on the content any information is identified as sensitive/confidential the Universal Request will be marked as restricted.
Once the UR is created, the Employee can take action on the Universal Request without logging into the portal by using Track Universal Request Status topic. With this topic Employees can:
- Add a comment to a UR
- Update the Watchlist
- Close the Request
Any action taken on the UR from Microsoft Teams will be reflected on UR record in real time.
For more information, see Universal Request with Microsoft Teams and Virtual Agent. The Universal Request integration with Microsoft Teams is available with the Universal Request Pro application.
1 Comment
