Dialog Manager Action Elements

Lookup Action

Lookup actions provide a mechanism to execute Server Actions on the ServiceNow instance. Server Actions are typically used to perform lookups of ServiceNow tables - such as the User table.

Field

Description

General

Name

Name of element

Suggestions

Suggestion

Click + to create a suggestion for the user to select. Multiple suggestions can be created.
Hint: Keep suggestions small - no more that 3-4 words
Hint: Hitting Enter after each Suggestion will automatically create a Branch for the suggestion.

Actions

Action Name

The Server Action (on the ServiceNow instance) that you are calling.

Action Parameters

Click + under the Action to create parameters for the Server Action. Provide a Name and a Value for the parameter

Branches

Server Action response (branch name)

The response returned from the Service Action script.

Response code

The (optional) parameter returned with the Server Action response.

Knowledge Article

The Knowledge Article action allows the flow to display a specific Knowledge Article.

Field

Description

Name

Name of element

Response

Optional: The response provided by Sofi

Knowledge article URL

The URL of the knowledge article
Hint: Copy Perma link on Knowledge article form.

Open in new window (Yes / No)

Yes: Opens article pop up window
No: Options article in iframe on exisiting page

Hint

Optional: provide hint to guide the user.

Knowledge Search

The Knowledge Search action performs a search against a Knowledge Classifier and returns the results.

Field

Description

Name

Name of element

Response

Optional: The response provided by Sofi

Search text

The search query.
Use {{_initialQuery}} to select the original utterance entered.

Knowledge classifier

Enter the name of the Sofi Knowledge classifier that you want to use for this search.
By default is it knowledge

Boost words

These words can be used to tune the accuracy of the search.

Hint

Optional: provide hint to guide the user.

Catalogue Item

The Catalogue Item action allows the flow to display a specific Catalog Item.

Field

Description

Name

Name of element

Response

Optional: The response provided by Sofi

Catalogue URL

The URL of the knowledge article
Hint: Copy Perma link on Catalogue Item form.

Open in new window (Yes / No)

Yes: Opens item pop up window
No: Options item in iframe on exisiting page

Hint

Optional: provide hint to guide the user.

Catalogue Search

The Catalogue Search action performs a search against a Catalogue Classifier and returns the results.

Field

Description

Name

Name of element

Response

Optional: The response provided by Sofi

Search text

The search query.
Use {{_initialQuery}} to select the original utterance entered.

Catalogue classifier

Enter the name of the Sofi classifier that you want to use for this search.
By default is it catalogue

Boost words

These words can be used to tune the accuracy of the search.

Hint

Optional: provide hint to guide the user.

Choice List

Choice List actions Creates a ServiceNow query and returns the data to be displayed in the Choice List.

Field

Description

General

Name

Name of element

Response

The response provided by Sofi

Server action name

The Server Action is a ServiceNow script that you are calling.

eg: dialogManager.userLookup

Refer Server Action Scripts for more details.

Variable name

Defines a custom variable that the Server Action script will be stored against. If empty, the Server Action script uses the default variable defined within the script.

Variables can be referenced elsewhere within the flow using the following syntax:

{{variable_name.parameter}}.

eg. If variable name is selected_user, to reference the name of the user from the Lookup, enter: {{selected_user.name}}

Hint

Optional: provide hint to guide the user.

Branches

ok

The Server Action response indicating a valid selection of a choice list.

no selection

The Server Action response indicating a invalid selection of a choice list.

Failthrough

User Input

The User Input action allows information to be collected from user that can be referenced within the flow.

Field

Description

Name

Name of element

Response

The response provided by Sofi

Variable name

Defines the variable that the input will be stored against.
Variables can be referenced elsewhere within the flow using the following syntax:

{{variable_name.parameter}}.

Multi-line

Enables multi-line input.

Hint

Optional: provide hint to guide the user.

📘

To reference Entities and Variables from within the flow

Use syntax {{variable_name.parameter}}

Yes / No Response

The Yes/no response provides a simpler method of building questions with Yes/No answers.

Field

Description

Name

Name of element

Response

The response provided by Sofi.

Hint

Optional: provide hint to guide the user.

Create Ticket

Creates a record within ServiceNow based on information contained within the flow, and return a defined set of information which can be used to provide the end user with the updated ticket information.

Field

Description

General

Name

Name of element

Response

The response provided by Sofi.

Hint

Optional: provide hint to guide the user.

Ticket Information

Short description

Sets the Short_description field

Description

Sets the description field

Auto-classify (On/Off)

If On, Sofi uses the classifier to predict and set record values defined by the classifier.

Classifier

The classifier used to auto-classify the record

Display classification to user (On/Off)

Displays the classification to the user

Advanced Configuration

Table

The table in which the new record should be created.

Table view

Journal field

The journal field that the chat log should be copied to.

Reply Text

The text Sofi should respond with are ticket is created.

Classifier context

Which classifier context should be used (eg SVA).

Server action name

The name of any server action script that should be executed.

Context variable name

Additional Fields

Click + for each additional field that is required to be set on the record.

  • Field name
  • Value

Custom Flow

The Custom flow action enables a custom flow (typically developed by Servicely Professional services) to be called from within a flow.

Field

Description

General

Name

Name of element

Response

The response provided by Sofi.

Hint

Optional: provide hint to guide the user.

Topic name

Reference to the custom flow

Branches

ok

This branch cannot be removed.

Failthrough

Set Field

Enables the flow to set field values on a ServiceNow form, catalog item or record producer.

The set field element sets field values on the 'Target Form'. In the case of an SVA-based flow, the Target Form must be selected using the Catalogue Item design element, prior to the Set Field element. In the case of a SAA-based flow, the Target Form is the form that is open at the time the conversation is active.

Field

Description

Name

Name of element

Response

The response provided by Sofi.

Hint

Optional: provide hint to guide the user.

Field name

The name of the field on the target record that is to be set.

Field value type

Templated Text: The text in the 'field value' will be copied to the 'field name' field on the target record.
Conversation History: The log of the conversation will be copied to the 'field name' field.

Field value

The value of the field