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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09-21-2023 09:25 AM
What's the saying - with time and money you can accomplish anything? I think it's smart to keep everything in one place. That way when the article is updated the bot resolution will also be updated. Here's an old community post asking the same question and it sounds like using the API allows for additional flexibility:
Let us know if you try it out!
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09-21-2023 04:48 PM
This is exactly the approach we recommend. It's not very "chatty" to fling a KB article (or a link to one) to your users. Of course, the "tweet-sized" answer would also have a link to the full KB article. Depending on the complexity of the answer, you might be able to fit it all into the chat response, or just provide motivation for people to click through.
Having both the full article and the chat response in a single article makes maintenance a whole bunch easier. If you need to update one, you just update both, then and there.
If you use a distributed knowledge model like KCS, you may or may not feel comfortable crowdsourcing chatbot responses. If you don't, this becomes an Evolve Loop task that you apply to your most used articles (or the ones you need to satisfy the use cases for which you're optimizing the bot.)
