Sera Assist

Sera Assist

An AI assistant for specialists, built into the Xurrent interface to help you work through your inbox faster.

What Sera Assist Does

Sera Assist opens as a slide-out panel on the record you are working on, with that record's context already loaded. Use it to:

• Summarize a request or task, condensing long threads for faster handoffs and status updates
• Look for similar requests, surfacing likely duplicates and records with similar wording
• List the linked records, naming the records that are actually linked to the record you are on
• Draft notes, including customer-facing notes and completion notes
• Answer questions about the record, drawing on relevant knowledge articles and past solutions
• Prepare a new request from the conversation

1. Opening the Panel

1. Open a request from your inbox or the Requests view
2. Click the Sera logo in the right-hand rail, next to the notes area
3. The panel slides out from the right with the record's context loaded

2. Starting a Session

Start with an action pill or type your own question in the Ask a question... field.

The pills adapt to the record type. On a request:

• Summarize this request
• Look for similar requests
• Draft a note for the customer
• What is the blast radius? (on an incident or change with a linked configuration item)

On a task, the pills cover summarizing the task, the instructions given, drafting a completion note, and the workflow status.

3. Working with Responses

Sera Assist answers in the panel using the record in front of you, related knowledge articles, and solutions from similar past records. Sera Assist sees only the notes you can see, and it can read images and documents attached to a request's notes.

When Sera Assist drafts a note, the card offers Apply Public Note, Apply Internal Note, or Post Both Notes to Request. Nothing is added to the record until you choose one. When it prepares a request, Finalize Request creates it and Finalize in Full Form opens it in the request form first. Use the thumbs up or down on a response to give feedback.

Linked records

Availability: Linked records are currently available in the QA and demo environments. They are not yet available in production. Follow the release notes for updates on production availability.

Ask Sera Assist what is related to the record you are on, for example "What is related to this request?". On a request, Sera Assist knows the request group it is in, the requests grouped into it, the problem, workflow or project it is linked to, and the records referenced in its notes. On a task, it knows the workflow, the requests of that workflow, and the predecessor and successor tasks.

Each record is listed with its type, number, subject and status, and with how it is related. Click a record to open it. When nothing is linked, Sera Assist says so. Records that only share a configuration item, a service instance or a requester are not listed as related; use Look for similar requests for those. An answer lists up to 25 records and says when there are more. Only records you are allowed to see are listed.

Availability

Sera Assist is available on requests (including incidents, changes, and requests for information) and tasks. It is also available in the Reports view of the Analytics console, where it helps find and open reports and apply filters. It is not yet available in project management or other modules of Xurrent. Each specialist has a daily limit on the number of prompts, which resets at midnight in the account's time zone.