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This article details how to create skills and includes the following topics:

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In the Conversation Flow section, select the required Conversation Item from the drop-down list. The conversation Item drop-down list includes Prompt User (Attribute), Invoke Integration, Add Conditions (Ruleset), and Show Message (Information Message).

• Prompt User (Attribute) are used to store information during a conversation between the bot and the user. The value of an attribute can be set from user input, a web services call (through Connected App), or passed from other skills. This allows building dynamic conversations and gathering data used to fulfill the user's request. For example, if the user interacts with the bot asking to increase the memory on their desktop, the skill could prompt them through an attribute asking for how much memory is required. For more information on attributes, refer to Create Global Attributes.
  
  
• Invoke Integration connects to external systems to perform actions for fulfilling the user's request. For example, if the user interacts with the bot asking to create a ticket in ServiceNow, then an integration action is performed with ServiceNow to execute the skill. For more information on integration, refer to Integrations.
  
  
• Add Conditions is the process of branching from one skill to the other. This is often useful when a user asks for a generic request, and through the conversation flow, you want to direct them to a more specific request (skill). For example, a user asks Luma for a new computer. Through a prompt, you identify that the user requires a new laptop, and you can direct them to a laptop order skill. Likewise, you can branch to multiple skills and associate attributes according to the requirement. For more information on the ruleset, refer to Rule Set Overview.
  
  
• Show Message is used to send a message to the user that does not require a response. This is useful for letting the user know the bot is performing a task (for example: Resetting your password now. This may take a minute) or communicating fulfillment (for example, I created ticket 100-1234 for your network printer issue).
  
  
• Set/Transform Attributes is used to transform and store information received from a user or from an integration call. This allows the skill developers to convert the value and then use it in integration to execute a task, or in a Ruleset to branch to another Skill, or in an Information Message to provide user's information. For example, extracting user details like first name, last name, and organization name from an email address received as user input.  
  
  
• Invoke Automation Workflow is used to add a published Automation Workflow Service to the Skills. Automation Workflows allow Administrators or Skill developers to automate tasks on remote services, servers, applications, and hardware. These workflows can then be added as Conversation items and triggered the skill is executed. For example, we can enable an AD account using Automation Workflows which will be triggered when the end-user executes a skill related to it. For more information, refer to Automation in Luma
  Note: Invoke Automation is available only if your organization is subscribed to Serviceaide Automation.
  
  
• Suggest Skills is used to display the list of skills to be suggested to the end-user at the end of skill execution so that the user is guided to relevant skills post the completion of the current skill.
  
  
• Capture Satisfaction Survey prompts a custom Satisfaction survey to the end-user. Using Capture Satisfaction Survey, you can define a customized survey that is triggered after the execution of the skill. Here you configure customized Survey questions and response options. 
  
  
• Capture Feedback is used to prompt the end-user to provide feedback on skill execution. Here you can configure a customized feedback question that is triggered after the execution of the skill. The feedback response is used to improve user interaction with the Bot.
  
  
• Set KPI is used to set Luma KPIs during Skill execution. Here you can choose the KPI Metrics and the parameter value to indicate how the skill adds value to the organization. Based on the configuration, KPIs are calculated during the conversation.
  
  
• Search Knowledge is used to search for Knowledge Articles in the associated Luma Knowledge Tenant. The conversation item performs a custom Knowledge search during the skill execution. This eliminates the need to configure integration with Luma Knowledge. You can search for a specific article or with a phrase and metadata.
  
  
• Search Catalog is used to search for Service Catalogs in the associated Luma Knowledge Tenant. Use the conversation item to perform a custom Catalog search during the skill execution. This eliminates the need to configure integration with Luma Knowledge. You can search for a specific catalog or with a phrase and keywords.
  
  
• Display Knowledge is used to display Knowledge articles during skill execution. Using 'Display Knowledge' you can specify where should the Knowledge articles, found during the initial search by Luma or custom search using 'Search Knowledge', should be displayed. Here you can define the number of articles and messages to be displayed to the user when presenting the Knowledge Articles.
  
  
• Display Catalog is used to display Service Catalogs during skill execution. Using 'Display Catalog' you can specify how should the Catalogs found during the initial search by Luma or custom search using 'Search Catalog', be displayed. Here you can define the number of articles and messages to be displayed to the user when presenting the Catalogs.
  
• Display Skill is used to display Skills found during the initial search by Luma, during the conversation. You can define the number of articles and messages displayed to the user when presenting the Skills.

For more information on each Conversation Item, refer to Building Conversation Flow.

Multiple conversation items can be added to a single skill by clicking Add Conversation Item. After any conversation Item is added to the flow, you can drag the item to place it You can select multiple conversation items for a single skill and build the conversation between the user and the virtual agent. Add the conversation items in the sequence of expected execution. You can drag the items and arrange the controls in the right order using the  icon. For more information on each Conversation Item, refer to Building Conversation Flow.

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