Help Center

Using Scout (AI Support Assistant) FAQ

Scout is Actionstep's AI Support Assistant. It's designed to help you find the answers you need to be successful using the platform. Specifically, Scout looks through Actionstep's comprehensive knowledge base and gives guidance based on these articles to help you perform tasks, find answers to common problems, give guidance on particular scenarios you are trying to achieve, and much more.

The following frequently asked questions can help you work with Scout:

 

What technology does Scout use to provide answers?

Scout is powered by Zendesk's generative AI, built into our Help Center platform. (Zendesk is the underlying platform for our Help Center.) Scout draws exclusively from the articles published in the Actionstep Help Center to generate its answers—it does not consult external AI services or use information outside of our curated knowledge base. This ensures responses stay grounded in Actionstep's own documentation and remain consistent with the guidance our support team provides.

 

How secure is my data?

Scout does not access your firm's data. It only accesses the articles published in the Actionstep Help Center to generate its responses.

Scout runs on Zendesk's AI infrastructure, which is built on foundational principles of privacy, security, accuracy, transparency, and customer control. The Zendesk platform is SOC 2 certified and holds ISO and FedRAMP certifications, with an AI governance program modelled on the NIST AI Risk Management Framework. Key protections include:

  • No training on your data. Anything you ask Scout is never used to train third-party AI models.
  • Zero data retention by third-party LLMs. Data is not stored by the underlying language model beyond the brief moment needed to generate a response.
  • Data minimization. Only the information required to answer your query is processed.
  • Transparency. AI-generated responses are clearly identified, so you always know when you're interacting with Scout rather than a member of our human support team.
  • Data hosting. Regional data hosting and enterprise-grade technical and organizational controls apply to all data processes.

You can be confident that anything you ask Scout is protected.

 

Does Scout monitor and track what I do in Actionstep?

No. Scout only gives answers to the questions you ask it, and the answers are exclusively sourced from the Actionstep Help Center. Zendesk provides aggregated reporting on Scout interactions so the Actionstep team can continually refine the experience and improve the answers Scout provides.

 

What sorts of questions can Scout answer?

Scout can answer everything from how to generate reporting for your particular use case, creating contacts and matters with custom information, all the way through to answering questions regarding integrations.

However, Scout won't answer questions on regulated and highly compliance-bound topics such as trust accounting, financial audits, or similar enquiries. It can provide articles for review on the matters but it will not provide any definitive advice.

It is also important to note, that due to the highly customizable nature of the Actionstep platform, Scout may not provide a solution that matches your exact configuration. Therefore, it is therefore vital to take your specific Actionstep configuration into account with any answers provided by Scout.

 

How do I access Scout?

Scout is available across the following entry points:

  • Practice Management customers: Launch Scout from the Knowledge Hub, which is accessible by clicking Help in the main Actionstep menu. Scout is also available via the chat bubble in the bottom-right corner of the Practice Management Help Center.
  • Legal Accounting customers: Scout is available through the chat icon within the Legal Accounting platform.

 

What do I do if Scout gives me incorrect information?

Scout is an AI assistant, and like any AI, it can occasionally get things wrong. After every Scout response, you'll be asked if the answer was helpful. Selecting No flags the interaction for our team to review. We regularly assess this feedback and refine Scout so the experience continues to improve over time.

 

Do I have to use Scout for my questions? Is it a replacement for the original Support experience?

Not at all. Scout is here to supplement your Actionstep experience and is not replacing any existing Support options. If you prefer, Actionstep's team of amazing support humans is always here to help, no matter where you are.

 

What other support options do I have?

It is important to Actionstep that you have access to support when you need it. Your existing support options will remain the same:

  • Help Center, which provides help articles for using Actionstep.
  • Actionstep Academy, which provides guided training and learning.
  • Contacting Actionstep Support.
  • Knowledge Hub, which provides a centralized location for all Actionstep resources, like help, release notes, Academy, in-app onboarding, feedback, etc. (You can access the Knowledge Hub by clicking Help in the main menu.)

 

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