Service catalog and services

Set up a service catalog and define services that employees can request from your team. A service is anything your team can help employees with. For example, an IT team’s service catalog will look like:

• Getting a new monitor

• Setting up a VPN and work environment

• Security and access training

You can add attributes for each service to collect all the information you need when the employee requests the service and reduce back-and-forth conversations. For example, a travel form service would have fields like passport numbers, travel dates, and hotel preferences.

Your AI Assistant will learn from all the services you add to this list to suggest services to your employees based on their messages. If the service fits the employee’s need, they can fill out the form and raise a service request for an agent to work on.

Setting up a service catalog

Every workspace can have its own service catalog with services in different categories for ease of management. Only workspace and org admins can add service categories and services to a service catalog.

When you publish a category, your Assistant will learn from it and suggest services to employees who are looking for help. If a service matches an employee’s requirement, they can fill out the form and raise a service request for an agent to work on. When a service is unpublished, it will stop suggesting it to employees.

• Navigate to Settings > Your workspace > Service catalog.

• Create a service category. Once you give it a name and add a description (optional), you can start defining services.

Once you create a service category and have defined all relevant services, publish it so that the Assistant can suggest it to employees.

Adding a service

Only workspace and org admins can add services and categories to a service catalog.

• Go to Settings > Your workspace > Service catalog > Your category. If you haven’t added the right category yet, this is your chance to do so.

• Once you’ve set up a category, you can add a service.

• Enter the service’s name and description. This will be visible to employees if they decide to raise a service request, so please make sure that the name and description describe the service definition, constraints, and timelines in a clear manner.

• Add service attributes. Service attributes can help reduce back-and-forth conversations with employees by capturing all the information you need to complete the request speedily upfront. For example, a flight booking service could have attributes like passport numbers, travel dates, and so on.

Service attributes differ from request attributes; service attributes are unique to every service, whereas request attributes are tied to a workspace.

• Add tags. Tags help the Assistant know what to look for when conversing with employees. For example, if you create a Macbook service, you should add tags like “laptop, computer, Mac, Mac Pro, Macintosh” so it can surface the right service at the right time.

• Add segment. You can select which segments can see and request this service. Only employees who meet the criteria will be shown this service.

• Once you’ve defined a service, make sure to publish it so that Atom can start recommending it to employees.

Group services into categories so that you can keep track of them easily. For example, an HR workspace would have a service catalog with categories like recruiting, L&D tools, onboarding, or offboarding. Employees will never be privy to service category names, so use whatever naming convention works for you.

Unpublishing a service category

When you unpublish a service category, all services in the category will be unpublished and your Assistant will stop suggesting them to employees. However, all existing service requests referring to these services will still be preserved.

Possible errors when moving service requests between workspaces

While trying to move service requests across workspaces, you might encounter some of these scenarios.

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Scenario

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Solution

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You're trying to move a service request to a second workspace that doesn't have any service to which you can map the service

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Create a new service in the second workspace and then, move the request to the second workspace

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You're trying to move a service request to a workspace where the requester doesn't have the permission to access the service

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Change the service's permissions to include the requester's segment