Configure Business Component User Properties and activate Runtime Event for GSAT Score

Configure Seed Data for GSAT

The above configurations for RunTime Event, BC User properties, Applet/View/Screen/Link/BO configurations are given for the OOTB use case. Please configure the same accordingly for your use cases.

Follow these steps:

1. Click on Sitemap.
2. Navigate to Administration- Application > Views.
3. Navigate to Generative AI Configuration List View and create a new record as per the following table:

   Prompt Name

   Prompt Value

   GSATPrompt

   Provide the Agent Effort Score, Empathy Score, Customer Effort Score and Agent Knowledge Score Satisfaction Score by evaluating the following. Assign a score exactly in single digit from 1 to 5 for each criterion and should not be in fractions, with 1 being minimal effort and 5 being maximum effort. The scores should reflect the customer's feedback and comments. Also, provide Resolution Achievement(Yes or No) based on whether the customer's issue was fully resolved by the end of the interaction. Below is the customer's feedback:

4. Add responsibility to the Service Request AI Info View.

   Note: Make sure to launch application with /editseeddata for all Seed data changes.
   1. Click on Sitemap.
   2. Navigate to Administration - Application > Views.
   3. Create a new record as:

      View	Description
      Service Request AI Info View	Service Request AI Info View

   4. Add Siebel Administrator responsibility to this record using responsibilities child applet.

   5. Once responsibility is added, drilldown on Siebel Administrator which takes you to Responsibilities View.

   6. Click on Clear cache button.

Activate Runtime Event for GSAT

1. Click on Sitemap.
2. Navigate to Administration- Runtime Events.
3. Navigate to Action Sets view to find the below configuration:

Action Sets for GSAT use case

Name	Active	Description
OCI Generative AI Service GSAT Data	True	Trigger when SR status is changed to Closed

Actions to be populated as below which is used by GSAT use case

Name	Action Type	Sequence	Active	BS Name
GSAT	BusService	1	True	SiebelOCIAIService	InvokeOCIAI	GenAI:G

Events:

Sequence	Object Type	Object Name	Event	Subevent	Conditional Expression	Action Set
1	BusComp	Service Request	SetFieldValue	Status	SystemPreference("EnableOCIAIGenAI") = "Y" AND [Status] = LookupValue ('SR_STATUS' , 'Closed') AND [Description] IS NOT NULL	OCI Generative AI Service GSAT Data

Creating a New Field

Create a new filed using the following values:

Name	Column	Calculated	Calc Value	Force Active	Length	Predefault Value	Postdefault Value	Type
Agent Effort Score	AGNT_EFRT_SCR	N/A	N/A	N/A	N/A	N/A	N/A	DTYPE_NUMBER
Agent Effort Score Reason	AGNT_EFRT_SCR_RN	N/A	N/A	N/A	N/A	N/A	N/A	DTYPE_TEXT
Agent Knowledge Score	AGNT_KNWLDG_SCR	N/A	N/A	N/A	N/A	N/A	N/A	DTYPE_NUMBER
Agent Knowledge Score Reason	AGNT_KNWLDG_SCR_RN	N/A	N/A	N/A	N/A	N/A	N/A	DTYPE_TEXT
Customer Effort Score	CSTMR_EFRT_SCR	N/A	N/A			N/A	N/A	DTYPE_NUMBER
Customer Effort Score Reason	CSTMR_EFRT_SCR_RN	N/A	N/A	N/A	N/A	N/A	N/A	DTYPE_TEXT
Empathy Score	EMPATHY_SCR	N/A	N/A	N/A	N/A	N/A	N/A	DTYPE_NUMBER
Empathy Score Reason	EMPATHY_SCR_RN	N/A	N/A	N/A	N/A	N/A	N/A	DTYPE_TEXT
Resolution Achievement	RSLTN_ACHVMNT	N/A	N/A	N/A	30	N/A	N/A	DTYPE_TEXT
Resolution Achievement Reason	RSLTN_ACHVMNT_RN	N/A	N/A	N/A	N/A	N/A	N/A	DTYPE_TEXT
Parent BC Name	N/A	True	ParentBCName()	True	N/A	N/A	N/A	N/A
Parent Row Id	PAR_ROW_ID	N/A	N/A	N/A	15	Parent: 'Service Request.Id'	N/A	DTYPE_ID
Parent Type Code	PAR_TYPE_CD	N/A	N/A	N/A	75	N/A	Field: 'Parent BC Name'	DTYPE_TEXT

To create new record under Business Object:

1. Query for the business object 'Service Request'.

2. Under Business Object Component, create new record as:

   Business Component	Link
   AI Information BC	Service Request/AI Information BC

Screen View

1. Query for the screen 'Service Request Screen'.

2. Under Screen View, create a new record as:

   Name	View	Type	Parent Category	Sequence	View Text- String Reference	Menu Text- String Reference
   Service Request AI Info View	Service Request AI Info View	Detail View	Service Request List	191	SBL_AI_ASSIST	SBL_AI_ASSIST

Configure Business Component User Properties for GSAT

Business Component User Properties for GSAT:

BC User Property Name	BC User Property Value
GenerateChatGSAT_Param_1	compartmentId: <CHANGE_ME> [Pick the value from OCI tenancy or OCI configuration file]
GenerateChatGSAT_Param_2	servingMode:ON_DEMAND [Possible values are ON_DEMAND or DEDICATED]
GenerateChatGSAT_Param_3	input:FIELD=Description [This is the BC field whose input value will be send to the LLM]
GenerateChatGSAT_Param_4	inputFromOtherBC:BUSCOMP=Action,FIELD=Description,Comment [This is the list of other BC fields whose input values will be send to the LLM along with that of the primary BC. Please note that all the other BC's should be part of the same BO ]
GenerateChatGSAT_Param_5	prompt:GSATPrompt [This is the input prompt to the LLM which is/are defined in the Administration - Generative AI screen]
GenerateChatGSAT_Param_6	outputToOtherBC:BUSCOMP=AI Information BC,FIELD=Agent Effort Score:Agent Effort Score,Agent Knowledge Score:Agent Knowledge Score,Customer Effort Score:Customer Effort Score,Empathy Score:Empathy Score,Resolution Achievement:Resolution Achievement [This is the BC field to which the LLM response will be populated. Please modify the MAX_FIELD_LENGTH based on the respective BC Field length]
Always Enable Child: AI Information BC	TRUE