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Exercise 5 - Review the IBM Watson Assistant contents after publishing the service

After the service is published, the publishing wizard creates the following content in IBM Watson:
Intent: a single intent is created for the service with all the Request Variations added as intent values or utterances.

  • #businessApplicationAccessSupport
    • Utterances:
      • Business Application Access/Support (this is the default which matches the name of the service as defined in BMC Helix Digital Workplace)
      • I need access to an application
      • I have an issue with an application
      • I have a problem with an application
      • Application is unavailable
      • There is a performance issue with an application

The following image shows a sample of the Intent utterances after being published from the publishing wizard.

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Entities: For version 20.08, six entities are created, and two are reused for Impact and Urgency. For version 20.02, eight entities are created. (Note: The number of entities created will vary depending on the BMC Helix Digital Workplace service). This includes all the Answer Variations that were added during publishing, which equate to as synonyms to the entity values.
The entities are outlined below in alphabetical order, with additions to the synonym values added after publishing:

  • @businessApplicationAccessSuppor_pleaseSelectOneOfTheFollowingEdu

Within the Catalog, the equivalent question is "Please select one of the following Education / Learning application topics".


    • Entity Values:
      • Compliance and Ethics; Synonyms: Compliance and Ethics, Compliance, Ethics
      • Others; Synonyms: Others
      • Soft Skill; Synonyms: Soft Skill, Softskill
      • Web Based Training; Synonyms: Web Based Training, WBT, web training

The following image shows a sample of this entity's values and their synonyms after being published by the publishing wizard.
worddav430f3b1a0c145ee8c5ac808fc2107202.png

  • @businessApplicationAccessSuppor_pleaseSelectOneOfTheFollowingExp

Within the Catalog, the equivalent question is "Please select one of the following Expense Management application topics".


    • Entity Values:
      • Concur; Synonyms: Concur
      • Expense; Synonyms: Expense

The following image shows a sample of this entity's values and their synonyms after being published by the publishing wizard.
worddava1af37694316d3df8f2ffe927e5f81d2.png

  • @businessApplicationAccessSuppor_pleaseSelectOneOfTheFollowingJir

Within the Catalog, the equivalent question is "Please select one of the following Jira application topics".


    • Entity Values:
      • Create New Project; Synonyms: Create New Project
      • Integration; Synonyms: Integration
      • Other; Synonyms: Other
      • Workflow; Synonyms: Workflow

The following image shows a sample of this entity's values and their synonyms after being published by the publishing wizard.
worddav40b0bd4d2857e6220bd66bead9a0974e.png

  • @businessApplicationAccessSuppor_pleaseSelectOneOfTheFollowingSal

Within the Catalog, the equivalent question is "Please select one of the following Salesforce application topics".


    • Entity Values:
      • Account Assignment; Synonyms: Account Assignment
      • Account Directory Application; Synonyms: Account Directory Application
      • Administration; Synonyms: Administration
      • Data Load; Synonyms: Data Load
      • lightning; Synonyms: lightning
      • Reporting; Synonyms: Reporting

The following image shows a sample of this entity's values and their synonyms after being published by the publishing wizard.
worddav9959701da7165acd41ab629003da8e10.png

  • @businessApplicationAccessSuppor_pleaseSelectTheApplication

Within the Catalog, the equivalent question is "Please select the application".


    • Entity Values:
      • Education / Learning; Synonyms: Education / Learning, Wbt, web based training, web training, learning, education, ethics, compliance, compliance and ethics, soft skill, softskill, training
      • Expense Management; Synonyms: Expense Management, expense, concur
      • Jira; Synonyms: Jira
      • Rally; Synonyms: Rally
      • Salesforce; Synonyms: Salesforce, Lightning

The following image shows a sample of this entity's values and their synonyms after being published by the publishing wizard.
worddav63be799e1b17ef4488d038b7a99fb2b2.png

  • @businessApplicationAccessSuppor_whatIsTheNatureOfYourRequest

Within the Catalog, the equivalent question is "What is the nature of you request?".


    • Entity Values:
      • I want to report an issue; Synonyms: I want to report an issue, I have an issue with, performance, slow, not responding, problem, can't connect, timing out, unavailable, broken, unable to access, can't login
      • I want to request access; Synonyms: I want to request access, need login, need a login, need access, request login, request a login, get access, get a login, get login, have access, have a login , have login

The following image shows a sample of this entity's values and their synonyms after being published by the publishing wizard.
worddav43a7cefb93a5e8dc31b77e265a6dcd4f.png

  • For version 20.08 we will use the following existing entity, @bmcUrgency_whenDoYouWantThisToBeResolved

Within the Catalog, the equivalent question is "When do you want this to be resolved?".


    • Entity Values:
      • Five working days; Synonyms: Five working days, this week, few days, a couple of days
      • Next week or two; Synonyms: Next week or two, whenever, no rush, Next week, this month
      • Now; Synonyms: Now, right now, immediately, asap, right away, it yesterday
      • Today; Synonyms: Today, this day

The following image shows a sample of this entity's values and their synonyms.
worddavda3d456b1b0ce32c6f83e766c23f0ee7.png

  • For version 20.08 we will use the following existing entity, @bmcImpact_whoIsImpactedByThis

Within the Catalog, the equivalent question is "Who is impacted by this?".


    • Entity Values:
      • Everyone; Synonyms: Everyone, everybody
      • Me & my team; Synonyms: Me & my team, my location, my area, my site, my colleagues, my department, my group, my teammates, my team,
      • Multiple teams; Synonyms: Multiple teams, multiple locations, multiple areas, multiple sites, my sites, my teams, more than one location, more than one area, more than one site, more than one department, more than one team, more than one group, multiple groups
      • Only me; Synonyms: Only me, can I gain, can I receive, can I acquire, can I obtain, I demand, I wish, I desire, I fancy, I like, I would like, I gain, I come by, I receive, I get, I have, can I request, can I get, can I have, I want, I need

The following image shows a sample of this entity's values and their synonyms.
worddav042facd1263f0df645b2314d65df4658.png

  • For version 20.02 we will use the entity values from the exiting entities, @bmcUrgency_whenDoYouWantThisToBeResolved in order to update the entity values for the corresponding published entity, @businessApplicationAccessSuppor_whenDoYouWantThisToBeResolved and @bmcImpact_whoIsImpactedByThis in order to update the entity values for the corresponding published entity, @businessApplicationAccessSuppor_whoIsImpactedByThis

The following describes how to achieve this:

  1. Using Watson, export the entity @bmcUrgency_whenDoYouWantThisToBeResolved. 

    worddavd9c199dbd3cc75c87b50e0417e399509.png

  2. Open the exported .csv file and replace all the entity name values with the published version of the entity name. For example, replace all "bmcUrgency_whenDoYouWantThisToBeResolved" with "businessApplicationAccessSuppor_whenDoYouWantThisToBeResolved" Save the .csv file.
  3. Delete the published entity @businessApplicationAccessSuppor_whenDoYouWantThisToBeResolved, as we will be recreating it by using the updated .csv file.
  4. Using IBM Watson Assistant import the updated .csv file. This will re-create the published entity with the updated entity values.
  5. The same steps can be used for the published @businessApplicationAccessSuppor_whoIsImpactedByThisentity using the values from the existing entity @bmcImpact_whoIsImpactedByThis

Dialog nodes: The publishing wizard creates 28 Dialog Nodes for this service, the parent node being BMC - Business Application Access / Support. (Note: The number will vary depending on the BMC Helix Digital Workplace Service). The publishing wizard creates a similar dialog node structure for all BMC Helix Digital Workplace Services that it publishes to IBM Watson Assistant. The dialog node structure is as follows:

  • The starting node evaluates the Intent before it begins to evaluate its child nodes.

worddav6e467157b1bc6421b97e0eba8197269a.png

  • There are child nodes that check entitlement to the service.

worddav991cae4f1c140b3ae2a90c4f76e271da.png

  • After entitlement check, there are nodes that are used by the chatbot to ask the questions that were configured as part of the service as well as Dialog nodes used to submit the request to BMC Helix Digital Workplace Advanced.

worddav703ddeb3e911b368406332723a8922fb.png

Tip

It is best practice not to make updates to the dialog nodes that are published by the wizard as they will get overwritten if you publish the service again. Unlike Intents and Entities, IBM Watson Assistant does not have a feature to export the Dialog nodes. Therefore, you need to document any changes you make to Dialog nodes and reapply those changes when needed.

 

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