In this video, @Guru Prasadh Jeevan Rao and I talk about how to control knowledge behavior from start to finish in Architect digital bot flows.

Advanced flow authors can now create and designate a reusable task that runs immediately after the bot finds a match to one or more knowledge articles. This feature gives flow authors more control over how to adapt flow behavior from start to finish, and to decide when to show the knowledge article, disambiguation, and feedback. For example, flow authors can store the matched knowledge articles, which the bot typically uses in the knowledge handling, as a flow variable in an Ask for action and then determine what happens next in the task and better guide the customer journey. The Architect actions that trigger the reusable knowledge task are Wait for Input and Digital Menu.

Read more:

• Control knowledge behavior in your bot flow

Release Notes: https://help.mypurecloud.com/releasenote/april-29-2024/

#TAMStudios #FeatureReview #Knowledge #digital #Architect