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1. On Skill Builder → Create Skill tab, enter Skill details such as Skill Name, Category, Description, and KPI Metrics

2. Under Invocation type, add User Phrases such as ‘Reimburse my bill,’ ‘Refund my bill details’

3. Under Conversation flow,

   1. Add the attribute “Attachment” to upload the bill.

   2. Add the Integration operation OCR REST API - OCR recognition to get the Invoice Details associated with the attachment.

   3. Add the “Confirmation” attribute to get confirmation from the user that the data received from the OCR integration is correct.

   4. Add a Ruleset based on the confirmation received from the end-user. Add the following rules:

      1. If confirmation from the user is Yes, continue with the Skill.

      2. If confirmation from the user is No, display a message “Data extracted from the Invoice is incorrect. Please try reattaching the Invoice“ and Exit the skill.

   5. Add the Integration operation Create Service Request. If using an existing operation, Override the operation to pass “InvoiceID”, ”Date”, and “Amount” attributes to the Operation. Fetch the ticket number received as a response from the web service and save it in a global attribute TicketID.

   6. Add the Integration operation ISM Upload File. If using an existing operation, Override the operation to pass Attachment and TicketID attributes to the Operation.

   7. Add an Information Message to confirm the ticket submission and display the ticket number to the end-user. For example, “Created the ticket @{global.m_ism_ticket_id} in ISM”.

4. Click Save to finish building the skill.

5. The next step is to add permission to the skill. Click on /wiki/spaces/DOC/pages/1676574776 and the Users or Groups who should be able to execute the Skill.

6. Run Build and Publish to make the skill available in the Virtual Agent.

7. Once the skill is Published, Go to the Test Widget to test the skill. Click on Debug Logs and execute the skill to view the runtime Skill execution logs.

Your action has now been created successfully, and Support Agents can execute the action on the Agent chat console.

Download a Below is the sample skill definition. Note that the integration details should be replaced with your organization-specific instance details.

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