Resolution Agent

What it does

The Resolution Agent looks for a fix that already exists in the account, in a knowledge article or a known error's workaround, and writes it up as a reply to the requester. The reply follows the tone set in the agent instructions in Sera AI Studio.

When it runs

The agent runs when a team member assigns a request to it by selecting it as the request's member. Assigning it again runs it again. Assignment by automation rules does not start it.

Skill

Resolution reply

• Suggest (the default) posts the drafted reply as an internal note, marked as not sent, and tags the person who assigned the agent. The specialist decides whether to send it.
• Auto Confirm sends the reply to the requester and records the source on the request: the knowledge article is added, or the problem is linked.
• When the agent finds nothing that applies, it posts a one-line internal note saying so.

Before you begin

• Sera AI is enabled for the account in account settings.
• You have the Account Administrator or Account Designer role.
• Knowledge articles are validated and marked for end users where you want the agent to send them automatically.

Set up

1. In the settings console, open Agent Designer and select the Resolution Agent.
2. Switch on the skills you want and choose an action mode for each. Where a skill has a confidence threshold, leave it at the default to begin with.
3. Click Enable agent.
4. In the Scope section, choose the teams the agent should work for. Until you choose at least one, the agent does nothing.
5. Click Save.

Review its work

• Suggestions appear in Agent Actions in the Inbox for the request's member and team. A suggestion closes when someone takes the suggested action on the request, or can be dismissed.
• Every run, including runs that changed nothing, is listed in the Agent Audit Log in the request's Actions menu.

Limits

• The agent never completes the request and does not change its status, team, member, category or impact.
• In Auto Confirm mode it only sends content from a knowledge article that the person the request is for can open in Self Service: the article is validated, available to end users, and covered by an SLA of that person. Anything else, including every known error, is posted as a suggestion instead.
• A problem is linked only when it is not yet solved and the request is not already linked to a problem, workflow or project.

Related pages

• Agent Designer
• Sera AI Studio
• Knowledge Article