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Autonomous resolution (known as self-care for the most start-upers among you) consists of integrating a step-by-step solution scenario into the chatbot, sometimes called a practical guide. Each step in this guide has three response buttons: Problem Solved, Next Step, and Create Ticket. Watch the following video.
To begin, in the Settings tab, click Procedure and FAQ options and enable them by checking the only box made available.
Check the Troubleshoot button box and then choose:
Exactly the same concept !!
Same concept with the next button except that you won’t be able to trigger a workflow since it is simply used to move on to the next resource.
You have therefore configured your procedure options at the chatbot level. The buttons will therefore appear automatically in all future scenarios you create!
When a problem is solved, I want to receive an email telling me the news and the following two pieces of information :
So I create two actions to create:
By this action get value in tag I retrieve the last value ( last ) of the list resourcesList which contains in order the name of all the resources accessed by the user => This will allow me to retrieve the name of the success resource. I store the response in an attribute named lastResourneName.
You can do exactly the same thing by just modifying the wording of the email saying that the user HAS NOT RESOLVED THEIR PROBLEM.
Now, all you have to do is create a scenario-type skill with as many resources as you have steps in your procedure. You will only have to add the desired texts and images in each of the resources, your buttons will be automatically added and your feedback management workflows operational.
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