When a specialist presses the Provide Feedback button of a knowledge article, a Standard Request form opens for submitting feedback.
The rule that determines which team is selected in the ‘Assignment’ section of this RFC has now been modified. Instead of first looking for a (second line) support team, the first line team for the service instance is now selected, whenever possible. The goal of this change is to reduce costs for the support organization.
Xurrent named a Market Leader in Research In Action’s Vendor Selection Matrix™ for IT & Enterprise Service Management Solutions
Xurrent earns #1 rankings in customer satisfaction, price vs value, and recommendation index in Research In Action's global ITSM/ESM Vendor Selection Matrix report.
Managing risks and delivering successful AI-driven outcomes at the Service Desk
Discover how IT leaders can navigate AI risks and achieve successful outcomes at the service desk. Learn strategies for cost control, robust security, and minimizing AI hallucinations to deliver measurable ROI. Download the Gartner report for deeper insights.