1. How do I set up a workflow to manage service requests using AI Agents?
  2. Create a Workflow

4Create a Workflow

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Here's how you can create the workflow for our use case:

  1. Create the workflow:
    1. Navigate to Service > Service Center Administration.
    2. Click the Productivity card and click the Create/Manage Workflows card.
    3. Click Create.
    4. Enter a name for the workflow template. For example, "Triage and Resolve SR".
    5. Select the Entity Name as Service Request.
  2. Define a condition for service requests created through email channel:
    1. Click When this happens and select Service Request is created.
    2. Click the + icon and select Attribute is.

      A new row "and when Attribute is Value" is added.

    3. Click Attribute and select Channel Type.
    4. Click Value and select E-Mail.
  3. Add the SR triage AI agent:
    1. Hover your cursor over the play icon and click the + icon.
    2. Click Actions Catalog and select Service Request Triage Agent.

      You can now see the Action Group 1 box with the triage agent in it.

  4. Update the SR status to indicate that triage is in progress:
    1. Hover your cursor over the Service Request Triage Agent and click the + icon.
    2. Click Actions Catalog and select Triage in progress.
  5. Update the SR status to indicate that the triage is done:
    1. Hover your cursor over the right border of the Action Group 1 box and click the + icon.
    2. Click Actions Catalog and select Triage done.

      You can now see Action Group 2 indicating that the triage is done.

  6. Add the SR resolution AI agent:
    1. Hover your cursor over the right border of the Action Group 2 box and click the + icon.
    2. Click Actions Catalog and select Service Request Resolution Agent.

      You can see Action Group 3 with the resolution agent in it.

  7. Update the SR status to indicate that resolution is in progress:
    1. Hover your cursor over the Service Request Resolution Agent and click the + icon.
    2. Click Actions Catalog and select Resolution in progress.
  8. Update the SR status to indicate that the resolution is suggested:
    1. Hover your cursor over the right border of the Action Group 3 box and click the + icon.
    2. Click Actions Catalog and select Resolution suggested.
  9. Click Save and Deploy.

Now that you have configured your workflow, you can verify the workflow.