Create and Enquire SR

The following use cases display the Copilot functionality with respect to End User. Leveraging Copilot, users can utilize the full benefit of AI assistance to Create and Manage Service Requests.  

Use Case 1: Create Service Request

Use Case 2: Enquire Service Request

Create Service Request via Copilot

The Create Service Request via Copilot use case demonstrates how end users can efficiently log service requests using Copilot. By leveraging AI, it interprets user inputs to present relevant service catalogs, streamlining the request creation process and enhancing user experience.

Goal

Enable end users to log service requests swiftly and accurately by interacting with Copilot, ensuring timely fulfillment and improved service management.

Scenario

An employee requires access to a specific software application. They utilize Copilot to request the necessary access.

User Persona

End User

Solution

Utilize Copilot to log service requests by describing the issue, allowing the system to provide immediate assistance or route the request to the appropriate fulfillment team.

Steps

1. Log in to the Apex application as an End User.
   

2. Click the Copilot icon located at the Top Panel.
   

3. In the chat window that appears, type a description of the requirement.
   For example: “Create an SR for VPN issue."
   

   Figure: SR Creation
   

4. Copilot displays relevant Service Catalog(s) based on the end user prompt.
   

5. Select the relevant service catalog that matches the issue.

   Note

   If any further requirement, Copilot will prompt back action items to the user requesting the user to enter the options.

6. Copilot displays a success message confirming the service request has been created, along with a link to the request details page for further tracking.

Enquire Service Request via Copilot

The Enquire about Service Request via Copilot use case demonstrates how end users can retrieve information about their service requests using Copilot. By queries, users can obtain real-time updates on request statuses, ensuring transparency and keeping them informed throughout the service lifecycle.

Goal

Enable end users to obtain real-time information about their service requests through Copilot, enhancing transparency and user satisfaction.

Scenario

An employee wants to check the status of a previously submitted service request for software access. They use Copilot to inquire about the request.

User Persona

End User

Solution

Utilize Copilot to inquire about service requests by allowing the system to provide immediate and accurate information.

Steps

1. Click the Copilot icon located on the Top Panel of the screen.

2. In the chat window, type a question regarding the service request.
   For example: "Provide SR details for SR000069".
   

3. Copilot displays the current status and relevant details of the specified service request.
   

   Figure: SR Enquiry
   

4. If required, users can ask follow-up questions or request additional actions, such as escalating the request.