Create and Enquire Incident

The following use cases display the Copilot functionality for End User Personas. Leveraging Copilot, users can utilize the full benefit of AI assistance to Create and Manage Incidents.  

Use Case 1: Create Incident via Copilot

Use Case 2: Enquire Incident via Copilot

Create Incident via Copilot

The Create Incident via Copilot use case illustrates how end users can efficiently log incidents using Copilot. By leveraging Copilot, it interprets user inputs to create, categorize, and route incidents to the appropriate support teams. This streamlined process enhances user experience and operational efficiency by reducing manual effort and accelerating response times.

Goal

Enable end users to log incidents swiftly and accurately through Copilot, ensuring timely resolution and improved service management.

Scenario

An employee encounters an issue where the Outlook application is not functioning correctly. Utilizes Copilot to report the problem and initiate the incident management process.

User Persona

End User

Solution

Utilize Copilot to log incidents by describing the issue, allowing the system to provide immediate assistance or escalate to support teams as necessary.

Steps

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

2. Click the Copilot icon located top of the screen.
   

3. In the chat window that appears, type a description of the issue.
   For example: "My Outlook is not working".
   

   Figure: End User Copilot
   

4. Review Suggested Knowledge Articles.
   Copilot displays relevant Knowledge Articles related to the reported issue.
   

   Figure: Copilot Suggestion
   

5. Determine usefulness of the provided output, respond with Yes to proceed with incident creation.
   

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

   Figure: Incident created

Enquire Incident via Copilot

The Enquire About Incident via Copilot use case illustrates how end users can retrieve information about their incidents using Copilot. By queries, users can obtain real-time updates on incident statuses, ensuring transparency and keeping them informed throughout the incident lifecycle

Goal

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

Scenario

An employee wants to check the status of a previously submitted incident regarding a system outage. They use Copilot to inquire about the incident.

User Persona

End User

Solution

Utilize Copilot to inquire about incidents by asking questions, 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 incident.
   For example: "Provide an update on INC00674"
   

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

   Figure: Incident Details

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