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  • 1.  What's the BKM for managing Intents in bot flow?

    Posted 3 hours ago
    I have an intent called "Microsoft Office Products"
    Should I have only 1 intent configured and have all the sub-products listed under the Utterances like Outlook, Visio, Word, Teams and etc? 
    Or should I separate intents by sub-product; meaning each of it will have a dedicated intent like Microsoft_Outlook/Microsoft_Visio/Microsoft_Word/Microsoft_Teams
    Or maybe manage it under Slots?

    #Architect

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    Hann Chiad Hooy
    MR
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  • 2.  RE: What's the BKM for managing Intents in bot flow?

    Posted 56 minutes ago
    Edited by Phaneendra Avatapalli 55 minutes ago

    Hi Hann Chiad Hooy,

    From my understanding, the answer depends on whether the products follow the same process or lead to different outcomes.

    As a general rule:

    • Same process, different product → One intent with a Product slot.

    • Different process, different outcome → Separate intents.

    If Outlook, Teams, Word, and Visio all follow the same support journey and you simply need to identify which Microsoft product the user is referring to, then a single intent with a Product slot would typically be easier to maintain and scale. It also helps avoid multiple intents with very similar training phrases.

    However, if each product requires different troubleshooting, knowledge articles, or routing logic, then separate intents may provide better control.

    Hope this helps.



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    Phaneendra
    Technical Solutions Consultant
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