Overview of the Insights Panel

The Insights panel enables agents to have access to the most commonly used tools, at any time, within the context of each service request they’re working on.

Here's some benefits of setting up this feature:

Increased consistency in response
Increased Efficiency
Reduced Redundancy
Best practices and standardization can be enforced by deploying companies.
Agents can access the next-best action quickly to help resolve an SR.

Here’s how it works:

An agent working within a service request can view the Insights panel while viewing SR details. The Insights panel displays entries which you configure prior to use. After the Insights panel is enabled, once an agent has selected an SR, the Insights button (callout 1) is enabled allowing the agent to click and view the Insights panel at any point in the SR process.

A detail of the Insights panel

The remainder of the configurable cards are described in the following table:

Callout	Card Type	Actions	VB Variable
2	Suggested Knowledge	Link. Links the article to the current SR. Share. Links and opens the Compose Email with the article link added. Title Click. Open the article in a new browser tab.	knowledgeInsightsCardEnabled Note: This card is displayed only if the View Knowledge Within Service Request role privilege is enabled for the user.
3	Suggested Action Plans	Add. Adds the suggested action plan to the current SR.	actionPlanInsightsCardEnabled Note: This card is displayed only if the Create Action role privilege is enabled for the user. If the SR doesn't have a category, no action plans are displayed.
4	Suggested Interview	Launch. Opens the Interview page of the current SR, where the SR can be edited using the configured interview.	launchInterviewInsightsCardEnabled Note: This card is displayed only if the Interview is configured.
5	Similar Service Request	Link. Links the suggested SR to the current SR Title Click. Opens the suggested SR in a new browser tab.	similarSrInsightsCardEnabled Note: This card is displayed only if the SVC_ENABLE_SIMILAR_SR profile option is enabled for the site.