Support AI-related insights in Service Express Reports

AI-related flags on Service Requests are now available for use in Service Express Reports. This allows users to include these flags as columns in reports, apply filters based on them, and perform aggregations such as counts, sums and averages around them.

Exposing AI flags in Service Express Reports provides clear visibility into where and how AI was applied during the service request lifecycle, enabling organizations to assess its business impact. It supports better decision-making by correlating AI involvement with key outcomes such as resolution time, handling time, SLA compliance, and other key operational metrics. 

Steps to Enable and Configure

You don't need to do anything to enable this feature.