External Answers (Legacy)

External Answers is a legacy capability

External Answers is a legacy capability that is not supported; therefore, no additional software applications will be added as entities for search; however, weekly crawling of entities still happens. In lieu, Moveworks recommends the Content Gateway API approach to bring additional content from external sources.

Moveworks External Answers increases self service by addressing questions not covered in your internal knowledge base (IKB). Furthermore, it reduces your maintenance cost of your IKB by eliminating the need to document generic application-specific knowledge that is not unique to your implementation of a product.

How does External Answers work?

Moveworks uses its best-in-class natural language understanding (NLU) models to interpret user questions and search for the knowledge article that best answers the question. The AI Assistant will only serve an external answer when the application is explicitly mentioned in the user’s utterance to the AI Assistant. Furthermore, answers sourced from internal knowledge articles are prioritized over external answers.

Note: Android, Apple, and Windows devices are common entities that can trigger external articles without an explicit mention.

External knowledge sources

Moveworks crawls the official documentation of select vendors for external knowledge articles it can ingest. A web crawler scrapes this information and adds it to Moveworks’ supply of external knowledge. The AI Assistant can then retrieve knowledge from over 75+ trusted sources.

Shown below are example platforms and applications that Moveworks supports external answers for:

External Knowledge Sources

Please note that the full list of sources my differ slightly based on recent changes to official vendor documentation. You can see the most-updated list of available sources in Moveworks Setup accessed through the My Moveworks portal.

Entity
1Password
Adobe Acrobat Pro
Adobe Acrobat Reader DC
Adobe XD
Airtable
Amplitude
Android app
Android Device
Android OS
Apollo
Apple Device
JFrog Artifactory
Asana
AutoCAD
Autodesk
Bentley Systems
Bitbucket
BitLocker
Blackboard
BlueJeans
Box Inc
Google Chrome
Cisco AnyConnect VPN
Cisco Jabber
Citrix Receiver
Citrix VDI
ClickUp
Concur
Atlassian Confluence
Cortex XDR
Dell
Dialpad (software)
Docker
DocuSign
Doodle (software)
Dropbox Business
Druva
Duo Mobile
Duo
EdCast
Figma
Mozilla Firefox
FreshService
GainSight
github
GlobalProtect
Gmail
Google Calendar
Google Chat
Google Keep
Google Meet
Google Sheets
Google Sites
Google Slides
Google Docs
Google Drive
Hoxhunt
HubSpot
Internet Explorer
NICE inContact CXone
Intellum
iOS Device
iPad
iPhone
Jenkins
JetBrains CLion
Jetbrains GoLand
IntelliJ IDEA
PhpStorm
PyCharm
ReSharper
Rider
RubyMine
TeamCity
WebStorm
Jira
LastPass
Looker
Lucidchart
Lucidchart Team
LumApps
MacBook
Microsoft Dynamics 365
Microsoft Edge
Microsoft Forms
Microsoft Planner
Microsoft Power Automate
Microsoft Project
Microsoft Teams
Microsoft OneDrive
Miro (software)
Mixpanel
Moveworks platform
Microsoft Intune
Microsoft To Do
Microsoft Access
Microsoft Excel
Microsoft OneNote
Microsoft Power BI
Microsoft Visio
Microsoft Word
Neat
Notion
Office Delve
okta
Okta Verify
OneLogin
Ookla
Outlook
PagerDuty
Ping Identity
Postman
PowerPoint
Prism Software
Qlik Sense
Quip
RingCentral
Safari
salesforce
Twilio Segment
Microsoft SharePoint
Sitecore XM Cloud
Sitecore
Skype
Slack
SmartSheet
Snagit
Splunk
Tableau
Trello
Twilio
Udemy
Viva (software)
Visual Studio Code
Webex
Whimsical
Windows
WorkZone
Yammer
YubiKey
Zoom
Zoom Phone
Zoom Rooms

FAQ

Q: How do you request support to additional external sites?

A: External Answers is Legacy feature so no new features are being added. To add external sites to your Moveworks AI Assistant, Moveworks recommends Content Gateway API

Q: How do you enable external answers?

A: To enable External Answers on your Moveworks instance, You can follow this guide on How To Configure External Answers.

Q: Can this replace my current IKB?

A: Not entirely, however External Answers can replace specific articles that are already in your IKB. Depending on the relevance score, if the External KB had a higher confidence to solve the user query it will be provide alongside the IKB in a summarised format.

Q: Can I add specific knowledge articles from an external answers source ?

A: Yes, You can follow this guide on How To Configure External Answers where it will walk you through the process of selecting only certain articles from a given External Source.

Q: Will external articles be prioritized over internal articles or FAQs?

A: No. External articles will not be prioritized over internal articles. This applies to both knowledge base articles, as well as FAQs. However, it is possible that an external article is shown when an internal article is not shown based on the relevancy of the content itself.

For example: If a user asks a question: “how do I set a virtual background?”

The first solution that comes up may be an internal article about virtual backgrounds in Zoom
However, if the user asks “how do I set a virtual background in Webex?”
- If there is an External Knowledge article for: Use virtual backgrounds in Webex Meetings and Webex Webinars that article could be ranked higher because the user explicitly mentioned the software Webex.

Q: Does External Answers work across ticket and channel route?

A: Yes. External Answers are shown in all channels where Answers is enabled.