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  • 1.  Send Knowledge Feedback action

    Posted 05-23-2024 01:34

    Hi everyone, 


    Does anyone know if this feature is already out https://help.mypurecloud.com/articles/send-knowledge-feedback-action/, I see there is an option in the flow but unable to create the expression. I get the following error:

    Please let me know.


    Regards

    Phanenedra

    #DigitalBots #Knowledge


    #DigitalChannels

    ------------------------------
    Phaneendra Avatapalli
    Monash University
    ------------------------------


  • 2.  RE: Send Knowledge Feedback action

    Posted 05-24-2024 12:23
    Edited by Bertrand Deglaire 22 days ago

    Same question for me. Looking at https://help.mypurecloud.com/articles/control-knowledge-behavior-in-your-bot-flow/, they give an example to populate the "Knowledge article" value, as they loop through Flow.searchResults wich is an array of KnowledgeBaseDocument.

    In my case, I simply show an article (using Show Knowledge Article action) but I don't know how to get back the value, to fulfill "Knowledge article" value.






  • 3.  RE: Send Knowledge Feedback action

    Posted 27 days ago

    Hi, asking the same question, is there any solution to this?



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    Marija Kovrlija
    Star Telecom
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  • 4.  RE: Send Knowledge Feedback action

    Posted 24 days ago

    I had to use this a few weeks ago. Here's what I did:

    At the Wait for Input toolstep, I bound the Flow.searchResults variable to store all the knowledge answers retrieved.

    I then am referencing the first knowledge object in the array (of course, this is assuming this is the answer - MakeCommunication(Flow.searchResults[0].content) that was delivered to them)

    That should get you where you need to be.



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    Peter Stoltenberg
    TTEC Digital
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  • 5.  RE: Send Knowledge Feedback action

    Posted 17 days ago

    For me this worked for Digital menu, when I captured value in Flow.KnowledgeSearchResult, and then in the KB confirmation task, I used Update data for Knowledge base article type, and saved Flow.KnowledgeSearchResult[0] to a value. And set that value as Knowledge Article in "Send knowledge feedback".

    However, this doesn't work when I use "show knowledge article" action, I don't know what to put in Knowledge Search ID.. any ides?

    Thank you!



    ------------------------------
    Marija Kovrlija
    Star Telecom
    ------------------------------



  • 6.  RE: Send Knowledge Feedback action

    Posted 17 days ago

    Hi Marija,

    I think that might be a gap in the native toolset. You probably need to use the API for that :(



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    Peter Stoltenberg
    TTEC Digital
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  • 7.  RE: Send Knowledge Feedback action

    Posted 17 days ago

    Thank you Peter. I looked at this article here https://help.mypurecloud.com/articles/send-knowledge-feedback-action/
    at it says "Use the Send Knowledge Feedback action to capture customer feedback after the bot presents an article from a Show Knowledge Article action".
    I was hoping it would work, but it does say the feature is not out yet so it might be just that. 
    I will try with creating a data action, hopefully it will work



    ------------------------------
    Marija Kovrlija
    Star Telecom
    ------------------------------



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