I have been looking at how to achieve my desired outcome, but I have not been successful. In essence I want to replication what the ServiceNow support site does.
A user will report an issue, it will pull from the description some key information and propose potential related catalog items to the user. If they do not find what they are looking for it will continue through submitting a generic incident/request.
I am assuming this is accomplished from a Catalog item itself, or potentially and order guide but I cannot seem to figure out how to list the applicable related Catalog Items. I know there is a component with Now Assist that can do it from the chat but that isn't want we want, and we do not have the AI component at this time.
I thought maybe it might be done via a playbook as well, but I have thus far been unable to find any literature on anything of the sort.
Has anyone else implemented something akin to this in their organization or for a customer who can guide me in the right direction?
