Label Articles available on ChatBoT
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09-19-2023 03:59 AM
Is there a way to indicate or label an article in ServiceNow to highlight its availability on the ChatBoT that your organization is using?
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09-19-2023 08:48 AM
Hi, can you include additional details on what you are trying to accomplish?
- Who is the indicator for - authors, knowledge admins, developers, end-users, or the bot itself?
- What is the purpose of the label? Awareness? An action to be taken? or that the article is to be used by the bot?
Thanks!
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09-19-2023 10:37 PM
Hello, thank you for your response. This indicator is intended for the support teams who are responsible for the article, so that they are aware that the knowledge base (KB) is part of Chat BoT. They can review and concentrate on other articles, while also exploring opportunities to shift volume to the left.
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09-20-2023 02:23 PM
Gotcha, others may have better ideas, but here are my initial thoughts:
- Leverage an existing field, such as a knowledge category.
- Create a checkbox on your knowledge template to indicate the bot uses the article.
- Create a knowledge base specifically for the Bot, so all articles in that KB are for the bot
- Create a bot tag that can be added to an article
- Can you create a "can read" role that's specific to the bot - I am not sure this is possible
- You can use a specific template for the bot that's unique from other templates you use.
I'm trying to think through fields that can be leveraged for reporting.
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09-21-2023 03:09 AM
I like your thoughts. we have been looking into this for some time, but not there in our roadmap yet, with chatbot.
Would it be possible to add a field to the article template the bot can use? but keep the other field for agents? bot field being a more "tweet" size answer, shorter and more informal perhaps, and the resolution field the agents would use would be more complete. That way its kept in the same KB, and when agents read the knowledge article, they see if there is an bot answer and could also add one if needed?
KA template have fields like this (using KCS article as foundation)
issue
environment
resolution
bot resolution
