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 bot will only serve an external answer when the application is explicitly mentioned in the user’s utterance to the bot. Furthermore, answers sourced from internal knowledge articles are prioritized over external answers.

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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 bot can then retrieve knowledge from over 75+ trusted sources, for a full list see External Knowledge Sources.

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

Configuration options

Blocklist External Answer by System

Moveworks can be configured to block specific external answers sources, so that the bot will not show external answers from that specific system. Please file a customer support ticket to add a system to the blocklist.

Blocklist External Answers by URLs

Moveworks can also be configured to block specific external answers sources by specific URLs served. Please file a customer support ticket to add a URL to the blocklist.

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.

FAQ

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

A: Please submit your requests to the Product Ideas page in the Moveworks Community. These posts are ideas in we review on a routine basis and take into consideration but do not necessarily equal commitment to support or add.

Q: How do you enable external answers?

A: To enable External Answers on your Moveworks instance, please talk to your Customer Success team.

Q: Can this replace my current IKB?

A: External Answers can replace specific articles that are already in your IKB. We recommend reviewing your Knowledge Base with your Customer Success team to learn about which IKB articles are covered by External Answers and can be removed.

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

A: Yes, talk to your Customer Success team for help configuring specific articles you would like to include or exclude as a knowledge source for Answers.

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.