1. Customer Support AutomationProactive Issue Resolution: If a player reports a payment failure or ticket purchase issue, Agentic AI can:Detect the root cause (e.g., payment gateway error).Trigger a workflow automatically.Notify the customer without ...
Hi all I would like to check whether it’s possible to bypass the workflow for articles where only the valid-to date has been updated and no content changes have been made. If an employee is only extending the valid-to date, can the system detect this...
Hi all,While cleaning up articles to ensure they are tagged with the correct Portal topics, I came across an issue.Some articles show a Portal topic on the article page, but when I go to Connected Content to remove it, the topic does not appear there...
Our Service Now team have configured the chat bot feature so there is a standard answer about the password complexity if the user types in 'password'I've asked them to see if they can change this behaviour so that it instead searches the KB for any a...
Is there a way to adjust the default font size for the Insert Accordion feature in the TinyMCE editor? I understand that font type and size can be configured through System UI Properties, but I don’t see any option to change the accordion’s default f...
Where do you find average click rating to show in a list report? We have a requirement for a list report showing all the knowledge articles by their KA Number Short Description (title), Category, Can Read / Cannot Read, Country ISO, View Count Aver...
Hello,When Genius Results provides an answer, and the user resolves their issue without clicking the attached article, does that interaction count toward the article’s view count?I’m concerned that if Genius Results satisfies the user without a click...
hi team as a revolving technology , power bi ands new analytical pmo tool like asana, are no wrevolving technology but leads to loss of jobs on india. most project mannager are degrading or lost their jobs , please suggest what to do next and any re...
Hi guys, how do I set the standard presentation format of the title (Short Description) of a Knowledge Article on Service Portal (/sp)? I thought I would find this easily, but can't seem to find the answer anywhere. Any help appreciated! thanks in ad...
We use the Knowledge Management module.A feedback task is created . We are using ownership groups.The feedback tasks is assigned to the ownership group and the manager of that group.When they reassign the feedback tasks they noted they see the author...
Happy 2024 everyone! May 2024 be kind to all of us.We are looking at implementing a document repository on SharePoint to complement our knowledge base.Hoping to learn from your experience on this topic. 1. How well/not well is it working for you? Wha...
We have many separate knowledge bases and would like to get the click rate/rank on each separately as needed. The PA widgets for the KM dashboard only let you change KB categories. I would have to select 27 categories every time I want to see this ...
How to create Knowledge based reports that can effectively manage the currency, utilization and overall health of Knowledge within my organization.
Hi All, I wanted to understand, how is relevancy calculated in articles search (related search) from a HR case form. Sometimes the relevancy score shows very high, for ex: 1000+ points and sometimes it shows in 100's. I want to know how it is calcula...
On the "Valid to" dictionary entry, we used to have it set to use dynamic default that had a custom value to have all articles created and updated two years from the current date. We decided to use the Article Validity feature so that each knowledge ...
