Overview
The Support Assistant enables Functional Consultants with Workday knowledge corpus to recommend procedural
steps towards Workday configuration tasks and resolution of related issues. Workday configuration knowledge
corpus with 1500+ Q&A has been built with support from Workday SMEs. Any Workday project will leverage the
knowledge corpus already built in Support Assistant and extend the corpus for additional configuration tasks
or project specific requirements. The Digital Work can automatically apply configuration steps in Workday
provided a rule driven playbook exists.
Support Assistant Skills
Following skills are available for deployment
| Skills | Description |
|---|---|
| Support Assistant.Workday.Configuration Knowledge.Performance Management | Enables Workday consultants to get answers on questions related to Workday configuration tasks of Performance Management module based on knowledge corpus available to the Digital Worker |
| Support Assistant.Workday.Configuration Knowledge.Talent Management | Enables Workday consultants to get answers on questions related to Workday configuration tasks of Talent Management module based on knowledge corpus available to the Digital Worker |
| Support Assistant.Workday.Configuration Knowledge.Reporting | Enables Workday consultants to get answers on questions related to Workday configuration tasks of Reporting module based on knowledge corpus available to the Digital Worker |
| Support Assistant.Workday.Configuration Knowledge.Integrations | Enables Workday consultants to get answers on questions related to Workday integration tasks based on knowledge corpus available to the Digital Worker |
| Support Assistant.Workday.Configuration Knowledge.Calculated Fields | Enables Workday consultants to get answers on questions related to Workday data transformation tasks based on knowledge corpus available to the Digital Worker |
The Solution
Support Assistant is an advanced Cognitive Knowledge Management solution to maximize efficiency of the current process using IBM Services Intelligent Assistant for Agents. It enables Functional Consultants to get answers to their “how to configure” and procedural questions, in real time, thereby increasing their productivity, efficiency and effectiveness. The solution also enables the automation of configurations tasks in Workday.
Case Study
The Support Assistant was successfully piloted in ING Bank Account.
Workday configuration knowledge corpus with 1500+ Q&A was built with ING
Bank Account Workday SME.
The corpus was leveraged by account Workday Consultants to get help on
procedural steps of Workday configuration tasks.
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