Self-service Capability

Scenario:  

An organization wants to allow users the access to network resources like shared drives and printers via self-service.

Approach:  

• Create conversational flows for the Digital Agent that empower users to request services such as shared drive access and printer usage.
• Leverage the call API functionality to log a Service Request in the ITSM application. 

(*Out-of-box feature if you are running on Summit ITSM). 

• The requested SR undergoes a pre-defined approval process outlined in the service catalog, and the digital agent fulfills the request upon meeting the necessary workflow or approval conditions.

Scenario:  

An organization aims to empower employees with self-service capabilities for HR-related tasks such as leave requests, benefits inquiries, and personal information updates.

Approach:  

• Design conversational flows for the Digital Agent to inquire about leave requests, benefits, and updating personal information.
• Leverage the Q&A module to build a comprehensive knowledge base for employee benefits and HR policies.
• The Digital Agent recommends the appropriate knowledge record based on the query and logs a incident / service request for actions requiring HR intervention.

Scenario:  

A facility management company aims to streamline service requests and enhance user experience through self-service access to common facilities like meeting rooms and maintenance.

Approach:  

• Create conversational flows for the Digital Agent to enable users to handle routine facility inquiries such as meeting room reservations and maintenance.
• Connect the Digital Agent with the facilities management system via the call API function. (*Out-of-box feature if you are running on Summit ITSM)
• Promote self-service capability by enabling users to book meeting rooms and request maintenance through the Digital Agent.