Provide knowledge in incident record producer

Incident deflection provides self-service users with contextual knowledge when they create an incident using either the Create Incident record producer or the Something Broken ESS record producer.

About this task

Contextual search results appear based on text entered in the Please describe your issue below field of the Create Incident record producer, or in the Short description field of the Something Broken ESS record producer.

Users can indicate whether a search result is useful to them. If the knowledge provided resolved the incident, the user can cancel the record producer, which deflects the incident. The following scenario shows an example of this.

Procedure

  1. Navigate to the service catalog and select the Can we help you? category.
  2. Select the Create New Incident catalog item to raise an incident.
    The Create Incident record producer is displayed.
    Create Incident Record Producer Step 1
  3. Contextual search then searches the text entered in the Please describe your issue below field to display knowledge results.
    Create Incident Record Producer Step 2
  4. The user can click an entry in the results list to view the article.
    Create Incident Record Producer Step 3
  5. The user can then indicate that the article helped, navigate to another article, or close the article.
  6. If the knowledge provided helps resolve the issue. the user can cancel the incident record producer. The incident has been deflected. If the information did not fully resolve the issue, the user can still submit the incident.

What to do next

You can configure contextual search functionality to adapt it to your organization's incident record producers, or to add contextual search to other record producers. For example, customized incident record producers do not have contextual search enabled by default, so you can add contextual search to a customized record producer.