Added Knowledge Base Option for Service Requests

Feature released in SummitAI Service Management (Sierra, Service Request Management)

What's New?

Now, the Analysts can use the Knowledge Base to resolve Service Requests.

On the SERVICE REQUEST DETAIL page (Request > Users > Manage Service Requests > Service Request List > Select a SR from the LIST on SERVICE REQUEST LIST page > Click Knowledge Base on the ACTIONS panel), click the ACTIONS panel. A new option, KNOWLEDGE BASE, is added. For more information about this feature, see Viewing and Updating Service Request Details page.

Figure: SERVICE REQUEST DETAIL Page