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

5Verify the Workflow

It's now time to verify your workflow:

  1. As a customer, send an email to the customer support email ID.
  2. As a service agent, verify that an SR was created for the email:
    1. Navigate to Service > Service Center.
    2. Verify that an SR was created for the email sent in step 1.

  3. As a service agent, verify that the Service Request Triage Agent has provided a suggestion:

    1. Open the SR.
    2. In the Triage Plan section, click Review.

      You can see the suggested email draft composed by the Service Request Triage Agent.

    3. Review and modify the suggestions and click Send.

      This sends the email to the customer.

  4. As a customer, review the response and reply to the email.
  5. As a service agent, verify that the Service Request Resolution Agent has provided a suggestion:
    1. In the Resolution Plan section, click Review.

      You can see the suggested email draft composed by the Service Request Resolution Agent.

    2. Review and modify the suggestions, and update the Status, Outcome, and Resolution Code.
    3. Click Resolve.

Congratulations! You have successfully configured the AI workflow to manage service requests.