Using Now Assist in portal case form

  • Release version: Xanadu
  • Updated January 30, 2025
  • 2 minutes to read
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    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

    Now Assist helps requesters navigate a self-service flow to find solutions to their issues before creating a case, enhancing user experience and reducing the number of cases submitted. This feature is particularly beneficial in the Customer Support portal (CSM) and involves guided flows to streamline case creation.

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    Key Features

    • Guided Flow: Requesters can enter details and view genius results directly on the case creation page, which aids in problem resolution.
    • Case Creation Continuity: Users can proceed with case creation even if the genius results fail to load.
    • AI Search Activation: Ensure AI search is enabled in portals to display relevant results from internal and external sources.
    • Action Options: Users can either cancel to return to the homepage if solutions are found or ask for further assistance through a chat window if results are unsatisfactory.
    • Submit Case: If no satisfactory results are available, users can continue to create a case by filling in additional required fields.

    Key Outcomes

    By utilizing the Now Assist feature, requesters can efficiently find solutions, minimize case submissions, and reduce the workload for agents, leading to improved service delivery and user satisfaction.

    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). To use Now Assist Q&A in Customer Service portal (CSP) portal, follow the steps in to enable it for record producer Need help with a product.
    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 assistant on a portal or channel.

      • 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.