Exercise 4 - Test the Email and calendar issue service from IBM Watson Assistant

After the service is published, the next step is to test the use case using a variation of utterances to determine if you will need to add additional Intent and/or Entity values.
Intent:
For this use case, the following additional intent utterances were added to the published intent, #emailCalendarIssue, as part of the testing:

• I have missing emails
• my calendar won't sync
• my mailbox is full
• can you help me with email
• can you help me with calendar
• I have a problem with calendar
• I need help with email
• I don't see meeting invites in calendar

Entities:
For version 20.02, there are two entities created by the publishing wizard. (Note for version 20.08, we reused the existing BMC urgency and impact entities during the publishing activity).
Here, we will use the entity values from the exiting entities, @bmcUrgency_whenDoYouWantThisToBeResolved in order to update the entity values for the corresponding published entity, @emailCalendarIssue_whenDoYouWantThisToBeResolved and @bmcImpact_whoIsImpactedByThis in order to update the entity values for the corresponding published entity, @emailCalendarIssue_whoIsImpactedByThis
The following describes how to achieve this:

1. Using IBM Watson Assistant export the entity @bmcUrgency_whenDoYouWantThisToBeResolved

1. 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 "emailCalendarIssue_whenDoYouWantThisToBeResolved" Save the .csv file.
2. Delete the published entity @emailCalendarIssue_whenDoYouWantThisToBeResolved, as we will be recreating it by using the updated .csv file.
3. Using IBM Watson Assistant import the updated .csv file. This will re-create the published entity with the updated entity values.
4. The same steps can be used for the published @emailCalendarIssue_whoIsImpactedByThis entity using the values from the existing entity @bmcImpact_whoIsImpactedByThis

With the addition of the Intent values and leveraging the Impact and Urgency Entities, the chatbot is now better able to autofill the questions for this service.
For example, if users request, "My mailbox is full and I need this fixed now", the chatbot can autofill the Impact as "Only me" and the Urgency as "Now".
This is possible because;

• The Impact question, "Who is impacted by this?", has "Only me" as one of its answers. This answer also has "I need" as one of its synonym values.
• The Urgency question, "When do you want this to be resolved?", has "Now" as one of its answers. This answer also has "now" as one of its synonym values.

These synonym values match the user's utterance as shown here; "My mailbox is full and I need this fixed now", allowing the Chatbot to find the answers to autofill these questions.
Dialog Nodes:
The parent node, BMC - Email & Calendar issue and its child nodes, did not require any modifications after they were created by the publishing wizard.