Glean Assist for Zendesk and Service Cloud brings AI-powered features directly into your team’s support applications to improve ticket resolution efficiency. As a Glean Admin, you can configure Glean Assist to align with your team’s specific needs.
Setting up a Glean Assist configuration
To customize Glean Assist, you’ll need to create a configuration in the Admin Console:
Navigate to Admin Console > Platform > Glean Assist.
Click the New Configuration button.
Select the service application your team uses (e.g., Service Cloud or Zendesk). If your team uses multiple applications, you can add configurations for each one.
After selecting an application, you’ll be directed to an editor screen where you can customize the configuration. Once you click Save, your configuration will appear in a table on the Glean Assist page.
Customizing knowledge sources
Glean Assist references various knowledge sources to suggest next steps and recommend resources. You can edit these sources to better suit your team by editing the Knowledge Sources field in your configuration.
By default, this field is left blank, allowing Glean Assist to reference all company knowledge in Glean.
If you specify sources in the Knowledge Sources field, Glean Assist will only use those sources, ignoring all others.
Once the configuration is saved, your changes will take effect immediately.
Draft a response feature
The Draft a Response feature helps your team craft responses to customers. You can customize how they’re written by adding instructions
For example:
Specify a salutation that you want responses to begin with.
Specify a signature that you want responses to end with.
Specify the desired tone or formatting of messages.
Once the configuration is saved, your changes will take effect immediately.
Adding prompts to Glean Assist
You can add Glean prompts into Glean Assist, enabling your team to run prompts without switching contexts.
To add prompts:
Open your Glean Assist configuration.
Go to the Your Prompts section.
Click Add Prompt to see all prompts that are visible to everyone
Select your desired prompt and click Add. Repeat as needed to add multiple prompts.
Once added, the prompts will appear in the Your Prompts section.
From here, you can:
Rearrange prompts by dragging them into the desired order.
Remove prompts by clicking the trash bin icon.
Note: If a prompt is deleted or its visibility is restricted, it will be automatically removed from your configuration.
Once the configuration is saved, your changes will take effect immediately.