Upcoming enhancements in AI in ServiceDesk Plus Cloud

Dear Users,

We are elated to announce the upcoming enhancements in AI in ServiceDesk Plus Cloud.Below is a brief run-through of the same.

Generate Resolutions Using GenAI

Auto-generate request resolutions based on conversations, technician notes, and similar past requests.

Provide issue summary to AI for generating resolution.
Generate resolutions based on specific conversations within a request.
Design the response format by selecting the resolution template.
Customize the length of the generated response.

To enable the feature, administrators can go to Setup > Zia > Artificial Intelligence > GenAI Features and enable Resolution Assist.
Supported AI Providers:

Zia (Zoho-hosted LLM)
ChatGPT
Azure OpenAI
Enable ChatGPT and Azure OpenAI integrations to set them up as the AI provider for the resolution generator.

After the feature is enabled, technicians can generate resolutions by using Resolution Assist in Request Resolution and Conversation Summary.

Resolution Assist in Request Resolution

Resolution Assist in Conversation Summary

Use Solution Generator within request resolutions and conversations to generate solutions based on them.

Solution Generator in Request Resolution

Solution Generator in Request Conversations

Generate Checklist Using GenAI

Generate checklist items using AI, based on the request's subject and description, or by entering a custom prompt.
User can customize the number of items and choose a preferred format.
The generated items can then be added to the Checklist form, where they can be reviewed, edited, and saved as a checklist.

Administrators can enable the feature under Setup > Zia > Artificial Intelligence > GenAI Features.

After the feature is enabled, technicians can use the Checklist Generator from the Checklist tab in Requests and Incident Templates, New/Edit Checklist, and Checklist Template forms.

You can also monitor usage trends of the checklist generator in the Zia Dashboard.

Generate Custom Scripts Using GenAI

With simple prompts, you can now generate code for custom scripts by using Code Generator.

To enable the feature, administrators can go to Setup > Zia > Artificial Intelligence > GenAI Features and enable Custom Script Generator.
Supported AI Providers:

Zia LLM
ChatGPT
Azure OpenAI

Zia Action Commands in Microsoft Teams

You can now execute Zia action commands directly from the Microsoft Teams bot by enabling the Microsoft Teams card in the Integrations page.

Note:

Zia action commands are not suggested by default in the Teams bot, and hence you will need to enter them manually.
Currently, the Teams bot supports only the command-based version of Zia (Classic Zia).

RAG-based Solution Suggestions for Requests

Get real-time, RAG-based solution recommendations from your knowledge base every time you create or edit a request. Relevant suggestions are displayed based on the subject you enter, helping you resolve issues faster and reduce ticket volume.

Workflow AI Assist

Zia-powered Workflow Assist generates, optimizes, and summarizes workflows, and suggests steps and actions to accelerate and automate workflow design.
It is a virtual workflow expert that understands designs/requirements and suggests steps, conditions, and logic to build workflows quickly.
You can interact with Assist through text commands, canned prompts, workflow images from other instances, flowcharts, and other supported formats.

Enable Workflow Assist

Go to Setup > Zia > Artificial Intelligence > GenAI Features, and enable Workflow Assist.
Select the required AI Provider: Zia (Zoho-hosted LLM), ChatGPT, and Azure OpenAI.
After enabling the workflow assist, you can access it from the workflow editor page.

Note that Zia (Zoho-hosted LLM) does not support image input.

Scope

Workflow Assist responds only to workflow-related queries. Questions irrelevant to workflows are not supported.
It provides guidance based on the current module. For example, while creating an incident workflow, it assists with incident-related queries; if you switch to the Changes module, it provides help related to changes.

Capabilities

Builds Workflows - Describe your requirement in simple words, and it builds the workflow.
Provides Suggestions - Recommends the next steps after each stage.
Optimizes Workflows - Identifies and removes redundant steps to improve performance.
Helps Configure Conditions & Logic - Enables you to configure branching rules and conditions with simple prompts.
Automates Common Tasks - Helps you create notifications, timers, and approvals easily.
Troubleshoots Workflows - Locates nodes in the canvas, highlights unconnected nodes, and fixes them.
Accesses Help Guide - Fetches workflow-related help pages from the ServiceDesk Plus Cloud knowledge base.

Node Actions

Create Node - Create a workflow node based on the input given through chat.
Quick Fix Node - Resolve incomplete node data using Assist.

Generate Summary

Generate a text-based summary for the graphical view of the workflow from the workflow editor or the workflow list view. You can download the workflow summary for auditing purposes.
The generated summary can be used as an input or prompt to replicate the existing workflow in other instances.