Deflect and resolve incidents with knowledge

Incident deflection and resolution with knowledge provides contextual search results.

Contextual search is provided for the following areas:
  • Incident record producers: deflecting incidents by helping end users resolve issues before they raise an incident.
  • Incident forms: helping service desk staff resolve incidents quickly by providing relevant knowledge.
  • Incident email notifications: helping end users resolve their incidents themselves without requiring manual intervention from service desk staff.

You can run feedback reports to track where these search results are marked as helpful.

You must have the admin role to configure contextual search.