Fulfillers can request catalog items for others

  • 릴리스 버전: Australia
  • 업데이트 날짜 2026년 03월 12일
  • 소요 시간: 3분

    • The experience for fulfillers streamlines the process of making catalog requests on behalf of others. This tailored workflow leverages parent context, such as incidents or cases, to improve efficiency, accuracy, and traceability of requests.

    • Tailored request flow: Fulfillers can initiate catalog requests from Now Assist chat for others, utilizing the parent context to automatically prefill key information.
    • Request linking: After a request is submitted on behalf of others, the request is automatically linked to the originating parent record, enabling seamless tracking and association.

    The workflow works as follows

    1. Initiation: A fulfiller initiates a catalog request from an incident or case using a Now Assist chat.
    2. Association Confirmation: The fulfiller confirms the association between the request and the relevant parent record.
    3. Automatic Prefill: The system pre-fills the requestor information based on the parent context.
    4. Question Rephrasing: Questions within the request are reworded to reference the requestor for greater specificity.
    5. Submission and Linking: The request is submitted and, where applicable, linked to the originating incident or case for comprehensive record-keeping.

    For example, fulfillers are able to enter specific requests, such as ordering a phone, using Now Assist, which subsequently displays a selection of relevant catalog items. The platform automatically retrieves pertinent details, including the number and caller information from the associated incident, thus streamlining the workflow and facilitating efficient record creation.

    Now Assist reformulates questions with precision tailored to fulfillers. Because requests originate from a parent record, this rephrasing serves to maintain clarity and relevance for the fulfiller responsible for managing the task.

    Once a request is submitted, all details and associated information are automatically linked to the parent record, completing the fulfiller’s workflow and ensuring thorough documentation.