 SOFI is Servicely's System Of Intelligence, offering intelligent assistance and task execution across the Servicely platform.

SOFI - System of Intelligence

 Sofi Service Agent Assistant (SAA) consists of four functional modules Intelligent Prediction, Intelligent Search, Intelligent Response and Expert Assist.  At the core of Sofi Service Agent Assistant is a prediction engine that leverages historical data using machine learning and cognitive search technologies to make predictions and recommendations (by service agents and through automation) on the best way to the capture, manage, and resolve incoming calls.

What is SOFI Service Agent Assistant?

 Intelligent Prediction generates predictive models based on historical records stored within Servicely.  Sofi accelerates call logging, triage, and issue resolution by providing service agents with contextual suggestions and automated actions based on what Sofi has learnt from previous interactions.

Intelligent Prediction

 Intelligent Search provides enterprise-wide cognitive search that understands the intent of a query providing more relevant information retrieval to enable issues to be resolved faster.  Intelligent Search is utilised in both the Sofi Service Agent Assistant and the Sofi Virtual Agent.

Intelligent Search

 SOFI can provide Service Agents with suggested actions to customers and other agents that may accelerate the logging and resolution of calls.  Leveraging Intelligent Actions , SOFI can suggest (or automatically invoke) the necessary actions required to diagnose, progress or resolve an inbound work record, including invoking third-party integrations as required.

Intelligent Actions

 This page provides an overview of the functionality provided by the Sofi Virtual Agent.  The Sofi Virtual Agent engages with customers through an multi-channel conversational interaction to resolve issues without human intervention.

Virtual Agent

Reference Filter

SOFI - Service Agent Assistant

Out of the Box - Available without modifications from a fresh install of Servicely

OOTB

CMDB

Service Agent Assistant

Servicely Docs

Servicely product documentation including out-of-box configuration

What is IT Service Management?

Ticket management

ITSM Request management

Incident management

Problem management

Change Management

ITSM Processes

ITSM Read Only User Permissions

ITSM Roles

IT Service Management

Business Applications Overview

What is Enterprise Interactions?

Interaction fields and their behaviour

Additional security and restrictions

Interaction specific roles

Enterprise Interactions

HR Case Fields and their behaviour

HR Case Management - Workflow

Other fields hidden from form and un-used

HR Case automation and functionality

HR Permissions & Roles

Human Resources

Business Applications

Catalog Categories

Catalog Items

Questions

Catalog

AI Prompt - Single shot LLM Classification/Prompting

Intelligent Routing

Intelligent Automation

Kanban

Announcements

Knowledge base fields and their behaviour

Knowledge fields and their behaviour

Approval within Knowledge

Knowledge Table Schema

Knowledge specific roles

Knowledge Management

Reports

Dashboards

Scheduled reports

Template Reports

Reports and Dashboards

Survey

Templates

Servicely Capability

Application Properties

What is an Application?

Miscellaneous Application Properties

Application Administration

Change Sets

Data Import & Transformation

Conversation Application (Beta)

Email processing and management

Messaging & Notifications

IP Filtering

Reverse Proxy

Networking

Authentication & Authorization

Permissions & Security

Reference Qualifiers

Aggregation API

DateTime API

Job API

Journal API

Dialog API

Logger API

Money API (BigDecimal)

Provisioning Scripts

Script Libraries

Table API (Client)

Table API (Server)

Trigger

UI Event

User Object (Client and Server)

Running Server Scripts

Workflow API

Other API / Javascript Scripts

TableChecks

Scripting

System fields and their behaviour

System Event Definition

Timezone Management

User Impersonation

Two Factor Authentication (2FA)

Single Sign-on - SAML 2.0

User and Group Provisioning

User access and provisioning

Servicely Administration

Aspects & Views

Branding

Checklist Templates

Choices & Choice Lists

Classifications

Custom Related Lists

Form Layouts

Full Text Search

List Layouts

Localisation

Platform Password reset

Query Functions

Record Generation

Reclassification Field Map

Reminder Generation

System Table Cleanup

Schedule

Service Level Management (SLM)

Workflow

Servicely Configuration

Microsoft Teams Group Chat Setup

Microsoft Teams Notification Setup

Microsoft Teams

Adding a new CMDB Class/Table

CMDB Permissions & Roles

Configuration Management Database - CMDB

Inbound Authentication for Integrations

GET Request - Retrieving records

DELETE request - Deleting records

PATCH Request - Updating existing records

POST Request - Creating new records

PUT Request - Replacing content of existing records

JSON REST API

Microsoft Intune CMDB Integration

Node-RED Authentication

Node-RED

Managed - OAuth2

Managed - HMAC Body (Servicely compatible)

Managed - Bearer token

Managed - Basic Authentication

Outbound Authentication for Integrations

Outbound HTTP Requests (Scripted)

System Controllers

Webhooks

Foundation Data & Integrations

Creating a new Catalog Item

Upgrade FAQs & Best Practice

Guides

Version 1.10.0

Version 1.7.0

Version 1.8.0

Version 1.9.0

Release Notes

SOFI - Service Agent Assistant

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