Autoflows Policy Generation in Discover and Solve Insights Topics

We’ve made improvements in our Autoflows Policy Generation feature to make it easier than ever to access and implement your policies. Previously, users had to click ‘Automate’ in Discover to view new policy changes. Now, you can easily access generated policies directly within the Discover Automation and Solve Insights Topics. This feature is available to all customers with Discover and can be used by both admins and users. This article will guide you on where to find and how to use the generated policies.

What is Autoflows Policy Generation?

Autoflows Policy Generation is the process by which Forethought creates Autoflows policies by identifying gaps in your workflows based on your help desk tickets. To elaborate, our AI analyzes your help desk tickets to detect workflow gaps. If there are detected gaps, it automatically generates Autoflow policies that you can use to create workflows to address these gaps. This not only helps you resolve customer issues more quickly but also saves you money in the process.

Viewing and Using Generated Autoflows Policies

You can find generated policies in two areas: Discover Automation and Solve Insights Topics. Follow the steps below to view and use the generated policies:

Discover Automation

1. Navigate to Discover > Automations > Workflow Gaps.
2. In the AutoFlow policy column, you will see the generated policies.
   

   

3. To view the full details, click a policy > Generated Policy.
   

   

4. Use the generated policy.

Solve Insights Topics

1. Go to Solve > Widget Insights > Topics.
   

   

2. Click the drop-down arrow next to a topic to reveal its subtopics.
3. Select a subtopic.
4. Click Automate at the top next to the subtopic name.
5. Use the generated policy.

Using Generated Policies

To make the most of your generated policies, follow these steps:

1. Click the Copy button below the generated policy.
2. Navigate to the Create Workflow tab.
3. Select Create with AutoFlow.
   

   

4. Click Go to Workflow Builder.
   

   

5. Customize the generated policy according to your preferences using the available actions and routes on the right side to enhance your policy.