Configure L1 Service Desk Specialist AI Worker from SOW

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 5 Minuten Lesedauer

    • Configure AI L1 Service Desk Specialist AI Worker to enable working towards the resolution of the incidents as required.

    Vorbereitungen

    • The IT Service Management for AI Agent Collection [sn_itsm_aia] 5.1 must be is activated.
    • The Service Operations Workspace (SOW) for ITSM application is updated to 8.4 version.
    • L1 Service Desk Specialist AI Worker must be activated on the instance. For more information, see Activate L1 Service Desk Specialist AI Worker from SOW.

    Role required: sn_itsm_common.sn_service_desk_manager or admin

    Prozedur

    1. Navigate to All > Service Operations Workspace.
    2. On the Homepage, in the AI L1 Service Desk Specialist AI Worker card, select View details.
      The AI Worker set up page displays the following sections that you can select to review and configure the details:
      • Profile
      • Tasks
      • Preview
      • Performance
      • Activity
    3. On the AI Worker setup page, select Profile and review or configure the following AI Worker profile details.

      To modify the details in the profile section, select the Edit (Edit icon)icon, do the changes and then select Save.

      Tabelle : 1. Profile
      Field Description
      First name First name of the AI Worker.
      Last name Last name of the AI Worker.
      Title Title of the AI Worker.
      Department Department in which the AI Worker must operate.
      Prefix Prefix of the AI Worker
      User ID User identity of the AI Worker.
      Skills Skills that AI uses to perform tasks, take decisions and interact within the workflows.
      Hinweis:
      This is a read-only field.
      Assignment groups User groups to which the AI Worker is assigned to perform various tasks. For example, to stop the AI Worker from handling your team’s tickets, you can remove your team user group.
      Role Roles assigned to the AI Worker.
      Language Language in which the AI Worker communicates when interacting across workflow and user communications.
      Hinweis:
      This is a read-only field.
    4. Select Tasks to review or configure the following tasks and capabilities on how the AI Worker makes decisions, acts, and interacts with workflow.
      • Classify and assign – Configure how the AI Worker identifies incidents, classifies them, and assigns a specific incident type for follow-up.
        • Table: Select the table in which the AI Worker operates and resolution workflows are executed.
        • Fields to classify on the record: Enter the fields that the AI Worker uses to classify and assign the incident.
      • Triage and diagnose – Configure the following details how the AI Worker analyzes the incident for accurate handling.
        • Field to use: Select the record fields which the AI Worker uses to analyze and determine the next steps.
        • Use attachment content: Option to enable the AI Worker to review the content of attached files as part of incident triage and diagnosis.
      • Investigate and resolve – Configure the following details on how the AI Worker investigates to find relevant solutions and resolve the issue.
        • Knowledge base: Select a search profile or knowledge base sys_id to define how the AI Worker retrieves knowledge base articles for investigation and resolution.
        • Similar past records: Select a search profile to let the AI Worker pull insights from past records similar to the current issue. This helps identify patterns and proven resolutions to speed up incident handling.
        • Research depth: Select how extensively the AI Worker must gather and analyze data during investigation.
      • Communicate and updates – Configure the following details on how the AI Worker communicates to keep the requestors informed through communication channels.
        • Inbound channels: Select the inbound channels such as Activity stream through which the AI Worker can receive messages from requestors.
        • Outbound Channels: Select the outbound channels the AI Worker uses to send responses or notifications. You can select channels such as Activity stream, email, portal or phone and set the preferred message format such as HTML or plain text.
      • Escalate and reroute – Configure the following details on how the AI Worker directs unresolved incidents to the right team or agent for timely resolution.
        • Maximum number of interactions before escalation: Set how many times to contact the requestor before sending to an agent. Enter a number greater than zero.
        • Escalate on follow-up question: Option to send the ticket to an agent when the requestor asks a follow-up question. Turning off the option lets the AI Worker handle follow-ups.
    5. Select Preview.

      This enables the AI Worker to work on an open incident. You can Choose a record and then select Run to see how the AI Worker resolves an open incident record.

    6. Select Performance to review the reports and analytics of the AI Worker performance.

      You can view the performance analytics of the AI Worker based on filters such as date or assignment group in the following tabs:

      • Effectiveness: Provides the graphical representation in percentages to measure the effectiveness of the AI Worker in resolving incidents from various categories. You can view incident outcomes, accuracy, and interaction effort by category to understand the area where the AI Worker performs effectively or needs improvement.
        • Incident outcome by category: Graphical representation of the outcome of the incidents in percentages such as resolved, reassigned, unresolved, reopened or new based on the available category. The graph illustrates how effectively incidents from different categories are managed by the AI Worker, resulting in positive outcomes.
        • Average exchanges for resolved tickets by category: Graphical representation of the incidents in percentages where average information exchanges take place between the AI Worker and user based on various category. This graph illustrates how effectively the AI Worker interacted with the user to resolve the incident.
      • Efficiency: Monitor resolution time, track speed, and latency to ensure the AI Worker meets the service level agreements (SLAs).
        • Mean time to resolve: Displays the average of how much time the AI Worker takes to resolve the incident.
        • First response time: Displays the percentage number of incidents that the AI Worker resolved or reassigned
      • Value and feedback: Measure the overall value added, assess the impact, usage and user satisfaction.
        • Aggregated sentiment analysis: Shows the overall tone (from negative to positive) of user messages in incidents handled by the AI Worker.
        • Inferred CSAT: Estimates customer satisfaction based on resolution success rate, number of follow-up questions, escalation frequency, and sentiment in user messages.
        • Adoption coverage: Shows how many relevant assignment groups have adopted and used AI Worker to handle incidents.
        • Direct user feedback: Graphical representation of the direct user feedback provided by customers in response to the incident resolved by the AI Worker.
    7. Select Activity to see a list of records the AI Worker handled.
    8. Select Save.
      Hinweis:
      You can also configure the AI L1 Service Desk Specialist AI Worker from AI Agent Studio.