What is Sofie’s Level Zero Support?
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Sofie is your AI-powered security assistant available in Microsoft Teams and Slack. If you have security-related questions, Sofie provides instant, reliable answers based on company policies and best practices.
How to ask Sofie a question?
Open Sofie chat window in Microsoft Teams or Slack.
On Slack, you can also add Sofie to channels. Sofie will only respond within a channel or thread if tagged with @Sofie.
Type your question in the chat (e.g., "How do I report a phishing email?").
Sofie will respond instantly based on your organization’s uploaded knowledge base.
If a direct match is not found, Sofie may generate an AI-based answer with a disclaimer to indicate it is based on broader knowledge.
Tips for Getting the Best Response
To help Sofie understand your question more clearly and provide a more accurate answer, consider these best practices:
Be specific. Instead of writing ambiguous requests make them as specific as possible:
Do: “I clicked on a suspicious email attachment on my Windows machine. Immediately afterward, the system displayed a popup with a ransomware demand. What should I do?”
Don’t: “Give cybersecurity advice after clicking something suspicious.”
Use complete sentences or full questions. This helps Sofie identify intent more reliably:
Do: "How do I request a new VPN token?"
Don't: "VPN token"Include relevant context. Adding department names, tools, or locations can help:
Do: "How do I report a security incident as someone in the HR department?"
Use a polite tone. While not required, questions phrased politely often yield better results. Think of it as talking to a knowledgeable colleague.
What happens if Sofie cannot answer?
If no direct answer is found in the knowledge base, Sofie will provide a response based on general best practices and clearly mark it with a disclaimer:
”I couldn’t find anything related in the current knowledge base. But here is my best effort to answer your question."
If necessary, Sofie can escalate the issue by creating a support ticket and forwarding it to your IT Helpdesk team.
Giving feedback on Sofie’s ticket creation support
You can provide feedback using quick emoji reactions to help improve Sofie’s answers.
Your feedback is anonymized and sent to your security team to refine and enhance Sofie’s performance.
With Sofie’s Level Zero Support, security-related assistance is always just a message away!