Added Knowledge Base Option for Service Requests

Owned by Saranya S (Unlicensed)
Last updated: Apr 22, 2024 by Shilpa K (Deactivated)Version comment
1 min read

Read Complete Release Notes

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