Sera AI Studio

Overview

Sera AI Studio is the single workspace for configuring Sera AI on an account. It follows a defined sequence: write the agent instructions, check that the underlying request templates and knowledge articles are configured well enough for the agent to use, validate search quality against a set of known-good questions, then adjust.

Access is limited to the Account Administrator role. Sera AI Studio is available on support domain accounts and on directory accounts.

Agent Instructions

The Agent Instructions tab is where the virtual agent is personalized for the business: terminology, tone, behavioral rules, sensitivity handling, and the business logic the system cannot infer on its own.

Instructions are written in a markdown editor with a 10,000 character limit. Saving instructions longer than the limit returns an error. Inline guidance in the tab walks through a recommended structure:

• Terminology and tone, including how the organization refers to its own services and systems.
• Per-service detail: keywords, hints, and example questions for each service the agent covers.
• Explicit guardrails describing what the agent should never do.

Golden Set

The Golden Set tab validates knowledge retrieval. An administrator defines the expected search result for a specific prompt, chooses the user the prompt runs as, then uses Run All to score the virtual agent's search quality against the whole set.

Each row records a pass or fail result, the response time, and the AI response, with a pass-rate summary at the top of the tab. The golden set is the surface used to confirm the agent retrieves the right knowledge articles, to validate configuration changes before end users see them, and to catch regressions after agent instructions or knowledge articles change.

Template Readiness

The Template Readiness tab scores how well existing request templates are configured for AI-assisted service management. It reports the total number of templates, how many are enabled, how many have completeness gaps, an overall readiness percentage, and a count of fully configured templates.

A Completeness gaps table lists every enabled template with per-field status across Category, Service, Registration hints, Keywords, Description, and Action type, plus a missing-field count. The table is sortable so remediation can be prioritized by the templates with the most gaps.

Knowledge Article Readiness

The Knowledge Article Readiness tab applies the same model to knowledge. Four summary cards give the headline picture: Total articles, Enabled (the articles Sera is allowed to draw from), With gaps, and a Readiness score. The readiness score is the percentage of enabled articles that are fully configured, shown with an N of M caption and a progress bar.

Each article is checked against four fields: Service, Keywords, Description, and Instructions. A field reads Present when filled in and Missing when empty.

Service matters most. Sera retrieves knowledge within the services it covers, so an article with no service attached will not surface for customers regardless of how good the content is.

The score counts only the articles Sera can actually use: published, non-archived articles within the services Sera covers. It is calculated the same way as the template readiness score, so the two can be compared directly.

Setting

The Setting tab holds Studio-level configuration. It currently contains a default Run as user, which pre-fills the user column when new golden set rows are added.

Recommended sequence for a new rollout

• Write agent instructions covering terminology, tone, per-service detail, and guardrails.
• Work the Template Readiness and Knowledge Article Readiness gap tables down, starting with missing Service values.
• Build a golden set from the questions the service desk actually receives, and run it.
• Re-run the golden set after every change to instructions, templates, or knowledge articles.