[Music] hey everyone it's justin thanks for watching in this video i'm gonna cover part two of agent assist there didn't need to be a part two but on part one i didn't click on any of the cards in agent assist and i think that's the essential part of the demo so let's take a look at what's going on with agent assist once you've got them populated um on the left or the right hand side sorry so you see them here this is defaulting to the catalog items that i showed in my previous video there'll be a link up above to look at the first video or part one but when you click on these so i've got catalog items if i click on a catalog item it's going to show me the catalog item in agent or service operations workspace and if i want to order that or mark it as helpful right give the system feedback about this particular recommended or not recommendation this particular agent assist item i can do that so if i order it it will take me to the catalog and actually complete the order and whatever information needs to be filled out for that order right so there may have been questions you can see here um we can add an attachment uh my head is almost in the way go the other way um so that that takes care of the catalog item part if we wanted to mark this as helpful we just have told the system that was helpful and make it on market market is not helpful there if we were looking at knowledge articles um it will actually show us the knowledge article so i can click on it i can review that knowledge article within the service operations workspace and have everything i need um i can attach it to the actual ticket that i'm working on right so this feature has been here for a while and once i attach it i can choose whether to put in some additional comments um that might be visible to the customer and attach it associated with the ticket and then the customer the user whoever will receive that and know that this is a knowledge article that might help them i can also flag the knowledge article and say hey there's you know there's nonsense in here or it's not accurate it needs to be updated stuff like that i can open it up in full view and then i again i can mark this particular search result as helpful or not if we switch into one of the um what i said level two in the previous videos or previous video if we look at similar incidents and we found that there was one that was i think was just one that we found it was similar to the incident that we're actually looking at i should be able to interact with that incident as well waiting for it to come up over here there it goes so sudden power off and my options here are to look at this incident in full view which will open a new tab so i can take a look at all the incident details for that one that was similar so without having to leave the incident that i was working on right it's in a different tab the other option i have is to link it to this incident and uh i'm not sure what the difference is there between the two but we won't actually click on these i don't need to link them and then again mark them as helpful or not let's take a look at one more we had some different stuff that right here around problems and outages um didn't find any similar outages or problems let's take a look at uh one more let's see if there's any changes that match okay yeah so we've got changes that match this particular one so if we wanted to do something with that we could open up into a full view we could link it to this particular incident so that's the rest of agent assist that i regretfully left out of the first video i hope you found this video helpful if you did please like please subscribe or share it with somebody who think might be interested and until next time don't forget to always be learning [Music] you