Phased rollout

This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

Skill-specific prompts

A skill can have multiple prompts based on the use case that the skill is supporting. A skill is specific to the application that you are using in your setup. For example, as shown in the following image, The BMC Helix IT Service Management application has four out-of-the-box skills. Each skill would have out-of-the-box prompts that you can use. You can also add prompts to any of the skills according to your business requirements. You can also reuse the skills in different models.

Important

Don't modify the out-of-the-box skills or prompts. An error is shown when you try to modify the default skills. To modify any out-of-the-box skills, create a copy of the skills and then copy or link the prompts to the new skills.

Types of skill-specific prompts

The following table lists the different types of skill-specific prompts that are available out of the box:

Name	Description
Router	A prompt to classify or categorize the service that the Assistant must invoke based on the user input.
Service	A prompt to submit a catalog service request. It contains the instructions for asking questions about the catalog service.
Knowledge	A prompt to summarize knowledge article content.
Response	A prompt to give a response to the user query. You can configure multiple response prompts for one skill. For more information, see Adding multiple responses.
Ticket	A prompt for getting the details of an incident or ticket. Use this prompt in conjunction with the ITSM Retriever prompt.
Request	A prompt to query the BMC Helix Digital Workplace requests. Use this prompt in conjunction with the DWP Retriever prompt.
Template	This option is only for internal use.
Summarization	If you want to generate a summary from large amount of data.
ITSM Retriever	A prompt to check the qualifications to connect to BMC Helix ITSM to retrieve ticket-related information. This prompt is used in conjunction with the Ticket prompt. After using the ITSM Retriever prompt, use the Ticket prompt to get the BMC Helix ITSM-related incident data.
DWP Retriever	A prompt to check the qualifications to connect to BMC Helix Digital Workplace to retrieve request-related information. This prompt is used in conjunction with the Request prompt. After using the DWP Retriever prompt, use the Request prompt to get the details of the request asked by the end user.
Rephrase	A prompt to rephrase the user input for the follow-up knowledge query.
Live Chat	A prompt to initiate a chat between a user and an agent.
BWF Case	A prompt to get the details of a case from BMC Helix Business Workflows. Use this prompt in conjunction with the BWF Retriever prompt.
BWF Retriever	A prompt to check the qualifications to connect to BMC Helix Business Workflows to retrieve case-related information. This prompt is used in conjunction with the BWF Case prompt. After using the BWF Retriever prompt, use the BWF Case prompt to get the details of a case from BMC Helix Business Workflows.

Skill-specific prompts

Types of skill-specific prompts

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