How do I implement chatbot for Help Desk?

If you're using Help Desk in the Redwood experience, you can implement the Help Desk Assistant chatbot to streamline knowledge searches and new help desk requests. You can also update and close requests from the chat window.

Here are the steps to enable the Help Desk Assistant chatbot.

1. Navigate to ODA console > Development > Skills > Helpdesk.
2. Select the Extend option.
3. The two Knowledge Article intents disabled as a default. Only enable Search Knowledge Article.
   Note:

   • ‘Search Knowledge Articles’ intent uses:
     • "versionedContentApi": "https://host:port/km/api/latest"
     • "versionedSearchApi": "https://host:port/srt/api/latest"
   • Search terms must be double quoted which will match against “Title”, “Article Code”, “Description" (also known as content)
4. Export Intents.
5. Change those utterances with "hardcoded search term" that aren't relevant to your site query intent.
6. Replace them as per configuration data.
7. Navigate to ODA Console > Development > Skills > Helpdesk > Settings: Configuration: Custom Parameters.
8. Configure contentTypeMap format for a brief summary to appear in the Chat window.
   Note:

   • If a type isn't configured, the Bot response renders the Article Title coupling with simple text and Open Link button.
   • If the answer contains more than 100 lines, only the first three or four lines will render with See Summary button followed by a View Full Article button.
   • The content type in expression should be taken from the Reference Key of the content type. You can find the reference key in Setup and Maintenance in the Manage Knowledge Content Types task.
9. Sanity check your settings:

   da.FARestEndPoint – correct environment pairing both at the skill and DA levels

   HCM Knowledge – either disable/not exposed or delete from FADigitalAssistant whichever is applicable da.FAEnableSingleSignOn and da.IsJWTEnabled – unique to respective skills