GenAI Features

GenAI Features

GenAI features enhance your service desk experience with advanced generative AI capabilities. It assists in everyday tasks like responding to user queries, generating content, summarizing conversations, and more.
Each feature is configured using Zia AI provider(Zoho-hosted LLM).
Role Required: SDAdmins
  1. Go to Setup > Zia > Artificial Intelligence > GenAI Features.
  2. Enable the toggle on the required feature card.
 

GenAI Feature Capabilities   

Conversation Summary   

Summarize user conversations and request details.
  1. On the Conversation Summary card, click Configure to select the request details to be summarized.
Warning
 Disabling Conversation Summary will hide all previously generated summaries. 
 
To summarize request conversations, click Generate on the Zia banner.
 
Guidelines for Summary Generation:
Summary generation will be allowed based on the request fields configured under Setup > Zia > Artificial Intelligence > GenAI Features only if the following criteria are met:
  1. At least 100 words are present in the description
  2. At least 100 words are present in the resolution, and the status is Resolved
  3. At least three emails or notes are present in conversations
You can elaborate and copy the generated summary. Elaborated summary can also be shortened if needed.

 
If a request is updated with new information, you can regenerate the summary.

Guidelines for Summary Regeneration:
Summary regeneration will be allowed based on the request fields configured under Setup > Zia > Artificial Intelligence > GenAI Features and will only occur if the following criteria are met:
  1. Email responses(from Users): Summary will be regenerated only if an email is received after the summary was last generated.
  2. Notes: Regenerated only if a new note is added/edited after the last summary generation.
  3. Subject: Regenerated only if the subject is edited after the last summary generation.
  4. Description: Regenerated only if the description is edited after the last summary generation and contains more than 100 words.
  5. Resolution: Regenerated only if the resolution is edited after the last summary generation and contains more than 100 words.
 
Technicians with Edit/Delete Request permissions can edit or delete the generated summary. Hover over the summary and click or .
 
Info
Auto notifications will not be included in the conversation summary.   
Info
The last 10 conversations (up to 5 emails and 5 notes) will be analyzed to generate the summary.  
 

Reply Assist   

Generate reply content or refine grammar/spelling in the reply content.
  1. Click on the editor.
  2. Enter the text to be paraphrased/checked.
  3. Click Generate and select Generate Reply or Refine Text. Zia will generate a response under Suggested Reply.
  4. Click Copy Reply and paste the copied text in the forward/reply form.
 
 

Text Assist   

Generate context-based content, improve grammar and spelling, translate text, and more. You can use Text Assist in rich text editors across the application.

  1. Enter the text. Click Generate and select Generate Text or Refine Text. The response will be added under Generated Text.
  2. For the generated text, you can change the length, tone, or language.
 
 

Solution Generator 

Technicians can generate comprehensive knowledge base articles by providing issue summary as simple prompts. They can do this from the Solutions module, and the Resolutions tab and the Actions menu on the request details page.

From the Solutions Module

  1. Go to Solutions.
  2. Click the Solution Generator option in the solution list view or the add/edit solution form.
Solutions List View
Solutions Add/Edit Form
  1. In Prompt, provide the issue summary and click Generate. The AI provider will generate a solution with a title, description, and keywords.
  2. Use the Change Length and Change Type options to modify the generated solution's length and type, if needed.
  3. By default, the solution is generated in the language used in the prompt. Use the Language option to translate the generated solution into different languages. This option is available only if Localized is set to true in the ServiceDesk Plus MSP Cloud console.

From a Request Resolution

You can use the Solution Generator while saving a request resolution as a solution.
  1. Go to the Resolution tab on the request details page.
  2. Click Save and Add to Solutions.
  1. In the pop-up, click Solution Generator.
 
  1. Solution will be generated. Use relevant options to fine-tune the content by adjusting length and type and translate into your preferred language. By default, the solution is generated in the language used in the prompt.
  2. After you get the required solution, click Add Generated Solution.
 
  1. Finally, click Add and Approve.
 
 

From the Actions Menu on the Request Details Page

  1. Go to the required request details page.
  2. Click Actions on the toolbar and select Generate Solution.
  1. In the Solution Generator pop-up,
    1. Select how you want to generate a solution:
      1. By Prompt: Select this to generate a solution based on a prompt.
      1. By Source: Select this to generate a solution based on request conversations. You can choose to include the five most recent conversations or only specific conversations.
  1. Use relevant options to fine-tune the generated solution by adjusting the length and type, and translate into your preferred language. By default, the solution is generated in the language used in the prompt.
  2. After the solution is generated, click Add Generated Solution to add it to your solution list.

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