AI in the Helpdesk

AI capabilities can use approved Helpdesk knowledge to assist with supported service and knowledge workflows.

AI purpose

AI should help users find, summarize, or use trusted information more efficiently.

It should not replace access control, publication governance, or human review where those controls are required.

Knowledge grounding

AI answers should be grounded in content that is eligible for the intended use.

Product documentation

Published Product Help content can provide a trusted source for answers about how to use the Helpdesk.

Tenant information

Tenant-specific private data must remain within the correct tenant and authorization boundary.

Human responsibility

Users should review AI-assisted output when accuracy, policy, customer commitments, or security are important.

Good practices

Treat AI as an assisted capability built on governed information. Do not allow AI to bypass article visibility, tenant isolation, or role permissions.