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Serval’s help desk agent uses four tools to handle incoming requests. Understanding when each applies helps you build an effective automation strategy.

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The Tools

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Workflows

Deterministic automations that execute the same way every time. Write once, run reliably. Use workflows when you need to:
  • Reset passwords or credentials
  • Add or remove users from groups
  • Run scheduled reports and notifications
  • Automate any repeatable action

Learn more about Workflows

Create and configure workflows

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Skills

Instructions that tell the help desk agent how to handle specific scenarios. The AI adapts its responses based on context while following your procedures. Skills can be used in combination with workflows. Use a Skill when you need:
  • Step-by-step troubleshooting flows
  • Answers to “how do I…” questions
  • Complex decision trees with multiple paths
  • Flexible, conversational responses
A Skill can reference workflows. Create a workflow for the action, then create a Skill that tells the agent when to use it.

Learn more about Skills

Create and configure Skills

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Knowledge Base

Documentation the help desk agent searches to answer questions. Upload your existing docs and the AI finds relevant answers automatically. Use knowledge base for:
  • Company policies and procedures
  • FAQs and common questions
  • Reference documentation
  • Information that changes infrequently

Learn more about Knowledge Base

Create and configure your knowledge base

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Access Requests

A dedicated system for managing who has access to what. Handles approval routing, temporary access, and automatic deprovisioning. Use access requests for:
  • Application access grants
  • Permission and role changes
  • Time-bound access with auto-expiration
  • Requests requiring manager or security approval

Learn more about Access Management

Configure access profiles and policies

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Choosing the Right Tool