Identity Management (MOSC)

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SR Automation (Guided Flows and Automated Data Collection)

edited Mar 20, 2017 2:00PM in Identity Management (MOSC) 1 commentAnswered

I'd like some feedback from the user population on the changes that have been underway for quite some time now for SR Creation.

If you've not noticed, selecting a specific Problem Type while creating the SR could launch a Guided Flow that asks additional questions and points the user to specific Knowledge Articles that might resolve their issue.  Not all Problem Types have this feature yet but we are continuing to roll this out as well as improve the quality of the Articles we refer users to.  Does anyone have any feedback on this feature?  Have these Guided Flows been useful to you?

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