Issue Auto Resolution configuration settings

Learn about the different configuration settings that you can use for the Issue Auto Resolution (IAR) application. For example, you can see the status of your Issue Auto Resolution configurations and decide to turn off or edit each configuration setting to fit your organization's needs.

The following tables show the configuration settings that are available for Issue Auto Resolution

注:

To modify your settings, navigate to All > Issue Auto Resolution> Settings.

表 : 1. Task configurationSpecify the tables, defaults, and task templates while processing the task.

Setting	Definition
Table	Name of the table for the Issue Auto Resolution application to process.
Invocation type	Trigger for theIssue Auto Resolution application either through a business rule when the case is created or an API on demand.
Assign to	Assignee for the case that is being processed by the Issue Auto Resolution application.
Requester	User requesting assistance on the issue.
Task assignment template	Template that sets the fields and values when it’s being assigned to the user.
Task resolution template	Template that sets the fields and values when the user indicates that the issue is resolved.
Task completion template	Template that sets the fields and values during the interim state while the matched topic conversation flow runs.
Unresolved task template	Template that sets the fields and values when the end user requests agent assistance.

表 : 2. Entry & exit criteriaSet the entry & exit criteria for issues processed through an IAR.

Setting	Definition
Entry conditions	Records that are processed for the Issue Auto Resolution application. Only the issues that match the entry condition are processed by the Issue Auto Resolution application.
Exit conditions	Condition where the Issue Auto Resolution application stops processing when the machine learning process is complete.

表 : 3. Machine learning model settingsSelect the machine learning models to be used by IAR. Choose a training language that you want to use and train the model for intent identification when required. The machine learning model contains English, Spanish, French, German, Japanese, Dutch, Italian, and Portuguese. To configure new languages for a user, add the language(s) in Training detailsTraining language, then select Train. For more accurate intent prediction, tune and publish your model before turning on IAR. See Issue Auto Resolution Tuning in NLU

Setting	Definition
Training language	Language in which the training must be performed for the machine learning model.
Configuration languages	Overview of the machine learning models associated with the Issue Auto Resolution configuration.
Retrain frequency	Interval in which the machine model must be retrained with the training data.
Advanced	Advanced settings that you can enable.
Prediction fields	List of fields used as input for processing the issue.
Pre-processing extension	Server script to perform data cleanup or manipulation on the issue before it's processed by machine learning APIs. The pre-processing script is available only when your enable the Advanced setting.
Post-processing extension	Server script to perform additional actions on the results from machine learning APIs. The post-processing script is available only when you enable the Advanced setting.

表 : 4. AI Search settings

Setting	Definition
Apply AI Search	AI search results that are delivered if relevant Virtual Agent topics aren't found.
Search application	Detailed AI search settings, including the search source, number of search results to retrieve, and more.
Search results portal	Portal to be used in links while delivering recommendations to the users on any response channel.
AI Search display topic	Virtual Agent topic that performs AI search and presents the results.
EVAM definition	Definition of how search results from different data sources are displayed for the end users in cards and lists.

表 : 5. Intent to topic map settingsEnter your intent and topic map to configure your resolutions using "true" or "false". Hover over and select "true" or "false" to edit.

Setting	Definition
Intent to topic map	List of intents and their associated Virtual Agent topics. When an issue is identified, the corresponding topic is delivered to the user for automatic resolution.

表 : 6. AI Search settings

Setting	Definition
Apply AI Search	AI search results that are delivered if relevant Virtual Agent topics aren't found.
Search application	Detailed AI search settings, including the search source, number of search results to retrieve, and more.
Search results portal	Portal to be used in links when delivering recommendations to the users on any response channel.
AI Search display topic	Virtual Agent topic that performs AI search and presents the results.
EVAM definition	Definition of how search results from different data sources are displayed for the end users in cards and lists.

表 : 7. Response channels settingsAdmin users and users with the iar_admin role can configure where to deliver the resolutions, using Virtual Agent, Email, or SMS.

When at least one intent to topic map is active, the VA response channel is mandatory. When AI Search is enabled, one of the three response channels needs to be mandatory: email, SMS, or VA.

When VA is selected as a response channel, the user will also receive an additional comment on the portal prompting them to open VA to respond to the notification. Email templates have also been updated to show a preview of AI Search topics to give end users a better idea of the content itself in the email.

These are the pre-requisites for response channels.

• To add Virtual Agent as a response channel, install Glide Virtual Agent and enable Virtual Agent on Service Portal. Notifications must be enabled on at least one active channel. Depending on your organization's needs, admin users can also install Conversational Integration with Microsoft Teams on Slack.
• To add email as a response channel, ensure email sending is enabled in Notifications. To learn more about setting up email notifications, see Outbound mail configuration.
• To add SMS as a response channel, install the Twilio Notify app and set up the Conversational SMS Integration with Twilio.

Setting	Definition
Follow up sequence	Options on how to deliver the deflection content to your users: All: Delivers the deflection content to the user on all available response channels. First match: Delivers the deflection content on an active channel where the user is available, in the order defined by the response channels list.
Response channels	List of available response channels to send the user deflection content. When you set the Follow up sequence to First match, the response channel order determines the channel that is used to contact the user. You can adjust the order number to change the priority sequence. You must set up the email properties to set Email as an active channel. The Glide Virtual Agent plugin is required, and Virtual Agent notifications must be enabled to set Chatbot as an active response channel. You must configure Twilio Notify to set SMS as an active response channel.
Initial recommendation email	Email template used to deliver the deflection content to users when the AI search recommendations are found.
Catalog submitted email	Email template used to notify users when a catalog item is submitted from recommendations made by the Issue Auto Resolution application.
Notify SMS phone	Twilio Notify phone number to be used to deliver SMS to users.
Initial recommendation SMS	SMS template used to deliver the deflection content to users when AI search recommendations are found.
Catalog submitted SMS	SMS template used to notify users when a catalog item is submitted from recommendations made by the Issue Auto Resolution application.

表 : 8. SLA & remindersYou can select if you wish to use the SLA engine versus the Task SLA.

Setting	Definition
Use SLA engine	Task-based SLA engine that provides additional flexibility and functionality.
Auto resolution reminders	List of reminders and the Email and SMS templates used to deliver reminders. SLA percentage at which to send the reminder using the Email and SMS templates. To send automatic resolution reminders, you must set Use SLA engine to true. 注: The SMS Notification template is only available when the Notify app is installed.
Task SLA	Duration that an issue is assigned to the Issue Auto Resolution application before it’s automatically reassigned to a live agent, if not yet resolved.

表 : 9. Review

Setting	Definition
Review	Opportunity to review your configuration before you select Enable IAR.