I understand that Hubspot as a data source has limitations in indexing certain objects.
However, one feature we would like to enable is the Playbooks object, which aligns with our operational goal of improving quality.
To give some context, we plan to develop a Glean agent that reviews support tickets in Hubspot while information is being entered. This agent could perform a Functional Gap Analysis, offer troubleshooting suggestions to help resolve issues, and recommend what to include in the ticket to clarify details and provide resources for other teams to expedite their assistance. It would also keep track of external sources (such as TechNet, Stack Overflow, Acumatica release notes, community forums) and internal sources (like Jira) for updates.
This is where the Playbooks object becomes useful: by accessing it in Hubspot before submitting a support ticket to another team, the agent can use the data requirements for that team, refer to Confluence pages outlining business rules about ticket quality, and apply behavioural analytics based on previously accepted and rejected tickets for similar issues handled by that team. This allows the agent to perform a quality gap analysis and suggest additions to improve the ticket's quality.
It would be really helpful to have this object enabled to provide efficiency to our business.
