Using Now Assist in portal case form

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Using Now Assist in portal case form

    Using Now Assist in the Customer Support portal (CSM) enables requesters to be guided through a self-service flow when creating a case. This flow helps them find solutions to their issues using Genius Results before submitting a case, improving their experience and reducing the volume of cases created. It also lowers the effort required by agents to resolve open cases.

    Show full answer Show less

    Key Features

    • Guided Case Creation Flow: Requesters navigate to Request Something > Support > Create case for a product (Now Assist) to start the process.
    • AI-Powered Genius Results: As requesters type their issue in a single Subject field, relevant genius results appear, including related catalog items, knowledge articles, and public content sourced internally or externally.
    • Result Review and Actions: If no results appear, related content or a message suggesting alternative keywords is shown. Requesters can choose to cancel, ask for further assistance via a contextual chat powered by Now Assist in Virtual Agent, or continue with case creation.
    • Chat Assistance: An enhanced chat experience can be enabled to provide contextual help directly within the portal through the Now Assist Virtual Agent.
    • Case Creation Flexibility: Requesters can proceed to submit a case even if no solutions are found or results fail to load, ensuring uninterrupted support requests.

    Key Outcomes

    • Enhanced user experience by providing immediate, context-aware help during case creation.
    • Reduced number of cases submitted by enabling requesters to find solutions independently.
    • Lowered agent workload by preventing unnecessary cases and streamlining support efforts.
    • Maintained seamless support process with options to continue case creation or access chat assistance when needed.

    Guide requesters through a self-service flow to find solutions to their problems using Genius Results and reduce the number of cases created.

    A guided flow enhances the user experience by assisting requester who are facing issues and are about to create a case. It helps them find solutions through genius results, thereby reducing the number of cases created and the effort required by agents to close open cases.
    • As a requester, you can enter your details and receive the results as part of your case creation process.
    • As a requester, you can continue with the case creation even if the results do not load and create a case.
    • As a requester, you can see the results on the same page until you submit the form or cancel the flow.
    Note:
    This record producer is available for Customer Support portal (CSM).
    Guided Flow for Case Creation
    1. Enter Your Details:
      • Navigate to Request Something > Support > Create case for a product (Now Assist).
        Note:
        Ensure that AI search in portals is activated. For more info, see Enable and configure AI Search in Service Portal
      • A single Subject field appears. Start typing your issue, and genius results, sources, related catalog items, and knowledge articles are displayed under related content.
        Note:
        You can also search for public content in the portal and get the search results from within the Now Assist genius result. The source of the search results are available as internal or external with the links to it.
    2. Review Results:
      • If no genius results are found, related content will be shown.
      • If no results are found, a message will appear: There’s not enough description for AI to find the results. Try using different keywords or another sentence.
    3. Take Action:
      • If you find a solution to your query, select the Cancel button to return to the homepage.
      • If no results are found or you’re not satisfied with the result, you can get further assistance by selecting Ask Now Assist button, that opens a contextual chat window in the Now Assist in Virtual Agent where you can get help.
        Note:

        Enable enhanced chat experience from the Now Assist in Virtual Agent guided setup for the feature to work. For details, see Display your chat assistant on a portal, channel, or mobile app.

      • If no relevant results are found, select the Continue with case creation button. This will enable the Submit button and display additional fields required to submit the case form.
      • Click Submit to create a record case.

    By following this guided flow, you can enhance your user experience, find solutions more efficiently, and reduce the number of cases created and the effort required by agents to close open cases.