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 |
Updated about 4 years ago