**ITSM Fulfiller Experience** delivers an efficient IT support experience focused on a simplified incident and request management with AI recommendations relevant to fulfillers such as proposed resolution steps, KB recommendations, incident and chat summaries, resolution note and email response generation, as well as other recommended actions such as linking similar incidents or ordering catalog items.

* **Workspace experience**: Simplified workspace experience for the fulfillers that includes
* Default 2-pane view for chat-associated channels.
* Default 1-pane view for other channels (email, portal).
* Agents can switch between scroll view, split view, and tabbed view for incident details.
* Scroll view is the default, providing a continuous view of incident details and activity stream information.
* Live Agents can handle incoming chats from end users via the Agent Chat panel. Unclear chats escalated to a live agent are tracked as an incident without exposing the interaction record unnecessarily.
* Simplified Incident and Request form views
* Unified list view of Incident and Request record types with bulk actions.
* **AI features**:
* * AI agent provides incident resolution proposals as a work note
* AI agent classifies category, subcategory and CIs of incident forms
* Recommendations include knowledge articles and catalog items.
* **Generative AI (Now Assist) capabilities**:
* * * Generate chat summaries
* Provide incident summaries
* Generate resolution notes
* Generate email response
* Generate KBs
* Landing page and dashboards for the agent persona.