Enhancements to Service Request Creation Assistant

The Service Request Creation Assistant has been enhanced to generate more complete and accurate draft Service Requests from unstructured input such as short messages or chat transcripts. The assistant now automatically identifies and includes Product and Category details, rewrites titles and problem descriptions from the end user’s perspective, and ends gracefully when the input does not justify creating a Service Request. These improvements further reduce manual effort for support teams and ensure higher-quality requests from the start.

The enhanced Service Request Creation Assistant improves data quality at the point of creation, reducing manual cleanup and misclassification for support teams. By automatically generating clearer, more complete draft requests, it accelerates triage, shortens resolution times, and lowers operational effort. These improvements contribute to higher agent productivity and a more consistent, efficient support experience.

Steps to enable and configure

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