Answer IT questions from your own runbooks
Staff ask about VPN setup, device requests or approved software and get the current guide. Unresolved issues reach the service desk with the context attached.
"How do I set up the VPN on my new laptop?"
Install the VPN client from the self-service portal, sign in with your work account and approve the prompt in your authenticator app.
Most tickets have a written answer
The service desk has a runbook for VPN setup, a form for device requests and a list of approved software. Staff don't know where those live, so they raise a ticket, and a technician pastes in the same link for the fourth time that day.
The tickets that need a technician wait behind the ones that only needed a link.
What Certant reads
When you replace a guide, answers come from the new version.
| Document | What it supplies |
|---|---|
| Runbooks and how-to guides | The steps for common tasks such as VPN setup, multi-factor sign-in and printer access. |
| Approved software list | What staff may install, and how to request something that isn't listed. |
| Device and access policies | Who can request which device, the refresh cycle and how requests are approved. |
Staff get the current guide
"How do I set up the VPN on my new laptop?"
Install the VPN client from the self-service portal, sign in with your work account and approve the prompt in your authenticator app. If the client isn't listed in the portal, your laptop may not be enrolled yet.
Unresolved issues arrive with context
When the guides don't cover a problem, the assistant says so and prepares a summary for the service desk. The technician starts with the question, what was already tried and the guide that was used.
"I followed that and it says 'certificate not trusted'."
The VPN guide doesn't cover that error, so I've prepared a summary for the service desk.
Summary for the service desk
- Issue
- VPN client shows "certificate not trusted" after sign-in.
- Already tried
- steps 1 to 4 of VPN setup guide v3.2.
- Device
- new laptop, enrolment not confirmed.
What setup involves
You load your runbooks, software list and device policies, and the assistant answers from those. That part you can try yourself on a free account.
| Area | What to expect |
|---|---|
| Answers | From your approved guides, with the section each answer came from. |
| Tickets | Opening a ticket in your service-desk tool needs a connection configured for your deployment. |
| Accounts | Password resets and account changes need a configured tool and an approval step. The assistant doesn't make them on its own. |
Related use cases
HR policy self-service
Answers from the handbook, enterprise agreement and benefits policy, with exceptions sent to HR.
See the use caseMember policy answers
Answers for members from your published policies and bylaws, with the clause attached.
See the use caseDocument intake routing
A proposed category and destination team for each incoming document.
See the use caseSee it answer from your runbooks
Send us a few of your guides and we'll show you the answers and the sections behind them. Or start free and load them yourself.