0
1.0.0
Zurich Patch 4
ITSM employee experience includes are delivering a comprehensive employee experience focused on a simplified IT portal with an AI chat first approach to find answers, order items, check status, and create incidents.
Key features:
- Simplified Core IT Portal: Built on Employee Center supporting chat, catalog, and knowledge Content
- Prebuilt Catalog Items (Taxonomy, Record Producer) covering common IT issues and requests.
- Enhanced Now Assist Virtual Agent with prebuilt AI agents for requestors.
- Manually enabled external content connector OOTB for retrieval of knowledge and answers from public support content.
- AI Search Profiles and Indexing.
- Requestor surveys for incident and requested item.
- Multi-channel support through Portal, Email, and MS Teams
New:
- Simplified Core IT Portal: Built on Employee Center supporting chat, catalog, and knowledge Content
- Prebuilt Catalog Items (Taxonomy, Record Producer) covering common IT issues and requests.
- Enhanced Now Assist Virtual Agent with prebuilt AI agents for requestors, enabling incident creation, status checks, and approvals enabled out-of-the-box (OOTB).
- Manually enabled external content connector OOTB simplified admin setup for retrieval of knowledge and answers from public support content.
- Out-of-the-box (OOTB) AI Search Profiles and Indexing for immediate Now Assist Virtual Agent (NAVA) functionality.
- Requestor surveys for incident and requested item.
- Multi-channel support: Employees can reach out with their IT needs from where they are
- Portal (Form/Chat)
- Email (via inbound email action)
- MS Teams (via existing bot and setup).
Family release requirement: Zurich Patch 4 and above
Application dependency:
- app-ex-employee-center v39.0.8
- app-itsm-gen-ai v12.0.6
- external-content-connectors-suite v5.0.26
- external-content-connectors-web-crawler v5.0.26