Knowledge Article Suggestions after Service Selection
After an end user has selected a service in Self Service, a list of the available request templates (or standard requests) for that service is suggested. The same screen now also offers the public knowledge articles for the selected service.
Similarly, after a service desk analyst has selected a service in the Service Desk console, the available knowledge articles for this service are proposed below the service’s request templates.
Like with the request templates, the most-used knowledge articles are presented at the top of the list. This means that Xurrent now proactively proposes the most-used knowledge, even when people are not searching.
Xurrent named a Market Leader in Research In Action’s Vendor Selection Matrix™ for IT & Enterprise Service Management Solutions
Xurrent earns #1 rankings in customer satisfaction, price vs value, and recommendation index in Research In Action's global ITSM/ESM Vendor Selection Matrix report.
Managing risks and delivering successful AI-driven outcomes at the Service Desk
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