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Hello everyone, 

As more and more people start using Freddy AI, have you considered optimizing your solution articles?

I found this  Best practices to create solution articles : Freshservice, good start but I think we need more. 

 

Does anyone have similar articles for different departments within the company? For example, if you’re in a corporate group with multiple HR or Finance teams, all using the same Freshservice instance.

How can we manage that the requesters for company X get solutions for company X and not Y and Z? 

 

​@Kamakshi V do we have anyone from the Freddy Team that can help out here ? 

​@zachary.king  Have you started to using Freddy copilot or Freddy agent ?
If so have you looked over your solutions articles  ?

​@zachary.king  Have you started to using Freddy copilot or Freddy agent ?
If so have you looked over your solutions articles  ?

Hello ​@Daniel Söderlund, we have about 50 agents using Freddy Copilot, mostly for the summary generator, and reply generator functionality. I would love to roll out Freddy Agent in MS Teams for my organization but our Service Requests are “too complicated” for conversational AI to handle.

I have not looked at the solution article piece yet, but you make a fair point, we do need Freddy AI to be able to gain more context around the end user when suggesting articles.

Got a reply on today’s webinar/AMA on Freddy that it will abide access right to solutions articles. That is good start. 

 

But still it’s about garbage in, garbage out. 

Use Freshservice workspaces and folder permissions so HR, Finance, etc., only see their own solution articles—keeping content scoped by team youtube.com+3support.freshservice.com+3community.freshworks.com+3. Learn more about smart workspace setups at Watts Built.

Have you implemented this? Feel free to share!

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