I'm seeking insight into the 'Autofill' feature within Task Intelligence.
The various demos of Task Intelligence show how Autofill can be used to automatically populate a field value while an agent creates an Incident in Service Operations Workspace. However, a majority of our Incidents are created prior to the agent touching them, either from email or an integration. Can the Autofill feature be applied to existing Incidents without them having to be touched by an agent, and if so what configuration determines how and when that would apply?
Also, if it comes down to having to use Flows or Business Rules to populate the values, can anyone point me in the direction of any APIs for Task Intelligence. It seems that the APIs for Predictive Intelligence do not support Task Intelligence ML solutions.
Thanks in advance.
