Troubleshooting Agent Configuration
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Prerequisites
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Before configuring the Troubleshooting Agent, you must create an External Client App (ECA) and provide the Salesforce OAuth Client ID, Username, and instance URL to the ServiceMax team by submitting a Salesforce case. Do not share this information via email due to security risks.
Based on this integration, the Salesforce Injection Data Pipeline (SIDP) scheduler connects to your Salesforce org to process recently closed Work Orders and store the generated AI Notes in Snowflake.
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The Troubleshooting Agent analyses historical service data to help service teams resolve issues in the field. It surfaces similar past issues and shows how they were resolved, enabling technicians to apply proven solutions during service execution.
The agent evaluates historical work orders and asset data in context and presents insights based on similar service scenarios.
Troubleshooting Agent Capabilities
The Troubleshooting Agent provides the following capabilities:
• Analyzes past work orders with similar issues
• Summarizes problem and solution context based on prior resolutions
Administrators configure the Troubleshooting Agent in the ServiceMax AI Console. Configuration controls which users can access the agent and what service data is available for analysis. You can configure the following on this page:
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