What is Answers?

The Moveworks Answers plugin enables the Moveworks bot to answer user’s questions directly in chat, by understanding the questions and responding instantly with answers containing the most relevant article snippets, links to articles in the knowledge base, or links to external articles that are taken from trusted knowledge sources. The content of these answers come from the knowledge bases that your team already manages in repositories like ServiceNow Knowledge Management, Microsoft SharePoint, Confluence and many more.

It has these three key features:

• Prioritized Answer — The bot is able to answer the user’s question by extracting a snippet from a knowledge base article that can solve their issue.
• Related Answers — The bot is able answer the user’s question by linking to a knowledge base article that can solve their issue.
• External Answers — The bot is able answer the user’s question by linking to an external article from the official customer support documentation page of a product that can solve their issue.

See our Answers guide to learn more.

What can you do with the Answers module in Moveworks Setup?

After configuring Answers with Moveworks Setup, your bot will be able to respond to queries based on different knowledge bases, articles, documents and FAQ sheets that have been ingested.

Moveworks Setup allows admins to ingest multiple types of knowledge taken from different sources:

1. Internal Knowledge: Knowledge written by your organization and stored in your internal knowledge base management tool.
2. External Knowledge: The knowledge available publicly online on topics not covered in your internal knowledge base, such as Zoom, Teams, etc.
3. FAQ: Knowledge created by admins on an as need basis for specific use cases.
4. Files: Knowledge that reside in the format of documents. These can belong to any topic and domain.

Prerequisites

1. Make sure the connectors are up and running. To learn more about Connectors see our Moveworks Setup - Connectors guide.
2. Make sure you have the appropriate permissions to create or edit configurations.

Overview of Answers submodules

Ingestion

Internal Sources

Internal sources are the internal knowledge articles in your knowledge management systems.

See our Moveworks Setup - Internal Sources guide for a step by step walkthrough of how to configure ingestion for internal sources.

External Sources

External sources are relevant articles taken from trusted sources that can be used to answer user questions with knowledge not covered in your internal knowledge base.

See our Moveworks Setup - External Sources guide for a step by step walkthrough of how to configure ingestion for external sources.

FAQs

FAQs are question and answer style snippets that can quickly answer common questions that the user may ask the bot.

See our Moveworks Setup - FAQs guide for a step by step walkthrough of how to configure ingestion for FAQs.

Files

Files are the ingested files that be used as source of content for answers to users questions.

See our File Search Moveworks Setup (Self-Serve) Configuration guide for a step by step walkthrough of how to configure ingestion for files.

Ingested Knowledge

Internal & FAQ data

Overview of articles and FAQs that have been imported into the Moveworks platform.

See our Ingested Knowledge - Internal & FAQ guide to learn more about how to use the dashboard for Internal and FAQ data.

Files

Overview of the files that have been imported into the Moveworks platform.

See our Ingested Knowledge - Files guide to learn more about how to use the dashboard for ingested content from your files.

Advanced Configurations

Advanced configuration controls for Answers.

See our Moveworks Setup - Answers Advanced Configurations guide to learn more about advanced controls that you can use to customize the Answers plugin.

Example: Configuring the Answers plugin for ServiceNow

Below is explanation of how to configure the Moveworks Setup - Answers module for ServiceNow. So if, for example, all your IT related knowledge articles is stored in various knowledge bases distributed across different tables in ServiceNow, you can configure Moveworks Setup in order to ingest your ServiceNow knowledge.

Configuring Moveworks Setup - Answers for ServiceNow

1. In order to start configuring Moveworks Setup for ServiceNow, go to Moveworks Setup and click on Answers in the left navigation bar.
2. Under Answers, click on Ingestion, and then Internal Sources. Once you land on this module you will see all the configurations made in the past. Click on Create.
3. Select the relevant ServiceNow connector that you have created, and click Next: Setup Ingestion.
   1. If you haven’t already created a connector see our Moveworks Setup - Connectors to learn how to do so.
4. Provide the name and domain for this ingestion and click Next.
5. Select the relevant knowledge bases and apply the filters that best suit your use case.
6. Review the total number of articles that your are about to ingest, and have a detailed look at few random articles from the overall pool. Once you are satisfied, click Confirm Ingestion.

Please see the Moveworks Setup - Internal Sources guide if you want a more detailed step by step walkthrough of creating an ingestion configuration.