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What is Sofie’s Level Zero Support?

Updated

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 do I ask Sofie a question?

  1. Open Sofie chat window in Microsoft Teams or Slack.
    1. On Slack, you can also add Sofie to channels. Sofie will only respond within a channel or thread if tagged with @Sofie.
  2. Type your question in the chat (e.g., "How do I report a phishing email?").
  3. Sofie will respond instantly based on your organization’s uploaded knowledge base.
  4. 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.
     

    Sofie chat example in a dark theme, where a user asks about a stolen company phone and Sofie replies with five numbered steps: report the theft, lock the phone, change passwords, inform the carrier, and file a police report, then creates a support ticket and asks for a satisfaction rating.

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!

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