Users who don't have access to Confluence, Jira, or JSM products typically can't be directly assisted by a Rovo agent.

There are situations in JSM when the agents have to interact with a huge number of external clients (portal-only users). In such cases, Rovo agents can be extremely helpful in providing intelligent solutions to the users.

If the agent doesn't have enough information, it would inform the user, and the user would then open a request.