Activate required Virtual Agent conversation topics for Field Service Management
Activate Virtual Agent for Field Service Management to start chatting with the virtual agent.
Antes de Iniciar
Role required: admin, virtual_agent_admin
As the administrator or Virtual Agent admin, enable chatbot conversations by enabling the following plugins:
- Glide Virtual Agent plugin (com.glide.cs.chatbot).
- Field Service Virtual Agent Conversations plugin (com.sn_csm.virtualagent).
Por Que e Quando Desempenhar Esta Tarefa
The base system provides the following predefined virtual agent topics (chatbot
conversations). To enable chatbot conversations, you must publish these topics:
- My Upcoming Tasks
- Field service agents can search for upcoming work order tasks. The agent can check and update the status of existing tasks.
- Show Nearby Tasks
- Field service agents can search for work order tasks that are a short distance away from the agent's current location. The agents can assign themselves to those tasks.
- Debrief Tasks
- Field service agents can get information about the work order tasks that
are in progress. The agents can take appropriate actions, such as
entering time spent working on the task, logging incidentals, closing
tasks, and creating follow-on tasks.
You can configure the sn_fsm_va.days_in_past_to_debrief_task system property to get information about the work in progress tasks for n number of previous days. For more information see, Install Field Service Virtual Agent Conversations.
Nota:
If you want to customize the predefined topics provided in the base system,
duplicate the topic and then modify it. For more information, see Virtual Agent
Designer.
Procedimento
- Navigate to .
- Click one of the required topics to open it.
- To use the topic, click Publish.
- Repeat this procedure for the other required topics, as many times as needed.