Reference

  • Release version: Zurich
  • Updated March 20, 2026
  • 1 minute to read

    • Reference information for Dynamic Guidance

    Use cases

    Here are a few use cases for Dynamic Guidance.

    • Use case 1- "Where do I find my assigned incidents?"

      Scenario: Support agents logs in and wants to quickly locate tickets they are responsible for.

      Voice response: Responds with steps to navigate to "My Work" or "Assigned to me" list view in Agent Workspace. The assistant also offers to explain filters if needed (for example, "You can filter by priority or state here").

      Value: Reduces time spent navigating menus and improves focus on active work.

    • Use case 2- "How to give a user access to a module?"

      Scenario: The admin needs to provide a user access to the Change Management module.

      Voice response: Explains the steps to assign roles to users (for example, "Navigate to User record > Roles tab > Add 'itil' role"). The assistant also confirms if the user would like to learn more about roles.

      Value: Helps new or part-time admins complete access tasks confidently without searching docs.