Overview

With the Freshservice content connector, Moveworks Enterprise Search enables the Moveworks AI Assistant to answer user’s questions directly in chat, by understanding the questions and responding instantly with answers containing the most relevant content, links to knowledge base articles or files, or links to external articles taken from trusted knowledge sources.

Supported Content Types

The Freshservice content connectors supports ingesting Solution Articles present in the Freshservice tenant. Moveworks recommends using font sizes within your Freshservice article editor judiciously to break up the articles in relevant sections.

Snippet Titles

Note that outside of just using titlez, Moveworks will also parse the rest of the article content to determine the best title for your article.

{
	"Title": "VPN Troubleshooting Guide",
	"body": "{{SEE BELOW}}"
}

<h1>How to solve connection errors</h1>
Here are some instructions.

<h1> How to solve VPN slowness </h1>
Here are some other instructions.

In this example, Moveworks would create a knowledge article “snippet” titled “VPN Troubleshooting Guide: How to solve connection errors”

Snippet Description

By default, Moveworks will display data from thedescription field of your articles. However, if you store any important information in any different or custom fields, you can configure Moveworks to extract from those other fields.

Article Links

Moveworks generates links to your articles based on the article's path.

https://{{freshservice_url}}/a/solutions/articles/{{article-id}}

If you have a custom portal with a different URL, this URL format can be configured differently.

Unsupported Behavior: Advanced Content

Please note that images, tables, or other multi-media formats will not be rendered in chat. Instead, the user will be able to click the article and view the source article.

Architecture

Knowledge Ingestion

Moveworks leverages the Freshservice APIs to filter & implement the correct ingestion logic:

• Get list of available Solution Categories
  {{freshservice_url}}/api/v2/solutions/categories
• Get list of available Folders within each Solution Category
  {{freshservice_url}}/api/v2/solutions/folders?category_id={{category_id}}
• Get list of published Solution Articles within each Folder
  {{freshservice_url}}/api/v2/solutions/articles?folder_id={{folder_id}}