Hi @PaulSylo ,
So this depends on the area were your trying to create a VA matruity at. Lets say you want to reduce the no.of incident count. Lets say if the client has 10k inc in last 6 month (this must be enough to create incident based topic to reduce inc count).
For low matrue enviorments VA can be used as a platform to request and fullfill needs such as create incident, request, catalog , KB suggestion.
Inshort you can start VA with any maturity level i guess and slowly you can groom the VA Topics and instance/env maturity gradually...
Based on growing maturity below can also be considered :
1. You can lookup Incident created in last 6mon or 1year based on category or CI type and create VA topics accordingly (Basically to reduce inc count).
2. You can use the point 1 logic for all other types such as case, intractions, changes etc..
3. You can use it for Catalog automation order palcement.
4. Based on users input you can suggest KB and create FAQs for quick issue fixes.
5. AI and NLUs can be used for advance enviroments.
I hope this helps...
☑️ Please mark responses as HELPFUL or ACCEPT SOLUTION to assist future users in finding the right solution....
