Before you begin
You need a Forge user account and access to at least one customer workflow. The sections and tools available to you depend on your role and your organization’s configuration.1
Orient in the navigation
Open Forge and scan the main groups: Helpdesk, Automations, Account Strategy, and General. Common shortcuts such as My Tickets and Chat appear near the top.
2
Open a scoped Chat
Create a Chat and choose Organization, Account, Ticket, or Project. Pick a real item you recognize so you can judge whether the context is correct.
3
Stay in Ask mode
Ask Forge to summarize the situation, identify missing information, and suggest the next step. Ask mode is the right default while you learn because it is read-oriented.
4
Inspect a ticket or project
Open a ticket’s Plan, Activity, and Overview, or a project’s Overview and Work Plan. Notice how Chat stays connected to the work rather than starting from a blank prompt.
5
Find the evidence
Ask Forge which records or connected systems informed its answer. Check the source record before relying on a material detail.
6
Review before you write
If your role allows Full access, inspect the proposed action, target, and approval prompt before approving it. You can deny an approval and keep working in Chat.
Useful first prompts
- “Summarize this item for a teammate taking over.”
- “What facts are confirmed, what is inferred, and what is still missing?”
- “What is the smallest safe next step?”
- “Which runbook or skill is relevant here?”
- “Show me the source for the most important claim.”