Sofi Setup will walk you through the setup process required to install and configure Sofi on your ServiceNow instance in under 5-minutes. We recommend using a non-production instance of ServiceNow that is a recent clone of your production environment. Sofi supports all current versions of ServiceNow. If you require any assistance during the setup or trial period we are here to help at email@example.com
After successfully installing Sofi, we need to configure Sofi to learn using your historical data to provide Intelligent Call Classification and Routing predictions. While Sofi provides default configuration as part of the base install, every customer tends to have a different data model. It is important to understand your data and how Sofi can use your data to provide Intelligent Call Classification and Routing predictions.
In addition to Call Classification and Routing prediction, the trial version of Sofi ships with an express version of Sofi Virtual Assistant. Sofi Virtual Assistant provides a number of out the box features, allowing you to experience the benefits of deploying an Intelligent Virtual Assistant to your self service portal.
Registering for a Sofi Trial
Sofi provides a default configuration for the following items, based on the standard ServiceNow data model:
Q: What is the communication between the ServiceNow instance and the Sofi instance?
A: All communication between your ServiceNow instance and the Sofi backend is over secure SSL, using token based authentication. Communication to Sofi is IP Address limited to only accepts request from ServiceNow.
Q: Is the data encrypted at rest?
A: Yes, all customer data is encrypted at rest.
Q: Do you conduct independent 3rd party penetration testing and security assessments?
A: Soapbox performs regular penetration testing by external 3rd party security specialist.
Q: Are you datacentre ISO27001 certified?
A: Yes, we only user IS0270001 certified datacentres.
Q: What ServiceNow data is used by Sofi?
A: Sofi requires historical data to train our predictive natural language classifiers. For Incident records, the data required is typically limited to Short Description, Category, Sub-Category and Assignment group. For Intelligent Search, selected knowledge articles are required. Sofi does not pull any data from your ServiceNow instance. Your ServiceNow Administrator controls which fields (data) you would like to use and initiates the training process. All of this is done via the ServiceNow interface.
Q: Can you redact data like credit card numbers prior to sending to Sofi?
A: Yes, Sofi provides the ability to pre-process using regex prior to synchronising the data.
Q: Do you enforce ServiceNow security when displaying knowledge articles i.e. limit visibility based on security in ServiceNow?
A: Yes, Sofi passes all requests through ServiceNow prior to displaying results. Sofi has been architected to allow ServiceNow to control security permissions. Sofi passes all requests via ServiceNow.
Q: What happens to my data at the end of my trial period?
A: All customer data is deleted at the end of the trial period, this includes any configuration changes that may have been made during the trial. The trial environment is then decommissioned. This does mean if you wish to extend your trial you need to contact us prior to the trial end date and request an extension.