Catalog Management
In addition to Knowledge Articles, Luma Knowledge also acts as a repository for Service Catalogs. In a typical ITSM system, Service Catalogs indicate how customers order products and services in an organization. Service Catalogs are a list of available service offerings. Catalogs are used to create well-formed tickets with all the necessary details. It saves support time and effort, reducing the back-and-forth between the user and support analyst to get the required details.
The Service Management section in Luma Knowledge manages the Service Catalogs available in your ITSM system. You can sync catalogs in your ITSM system and create references to the catalogs in Luma Knowledge. These Catalogs can then be made available to the end-user through Luma Virtual Agent.
Making your Service catalogs available from Luma Virtual Agent involves the following steps:
Sync Service Catalogs
The First step towards making your catalogs available to end-users through Luma Virtual Agent is Importing the catalogs in Luma Knowledge Service Catalogs available in your ITSM system. There are two ways to import the service catalogs:
Synchronization job
You can configure a synchronization job to import catalog information from your ITSM system to Luma. This can be achieved using Federated Sync. Configure recurring sync that imports data at regular intervals ensuring the catalog information is always up-to-date. For more information on configuring the sync, refer to Federated Data Synchronization Service.
Synchronization job is specific to every organization. The sync job is customized based on the ITSM system, environment and Service catalog structure. You may get in touch with Serviceaide Support team for more information.
Import using Excel
Another method to import the catalogs in Luma Knowledge is importing the catalogs in an excel format. You can build an excel file with the catalog details, which can then be imported into Luma Knowledge. Rows in excel represent the catalog, and the columns represent the catalog detail field, such as catalog field name, catalog image, etc. You can also download the catalog information in excel directly from your ITSM system and upload the file to Luma Knowledge. For more information, refer to Bulk import Catalogs.
Catalogs imported to a Knowledge using the Excel import or Sync job are available in the Catalog Store and Catalog Graph.
Create Catalogs
In addition to importing the catalogs from the ITSM system, you can also create the catalogs manually in Luma Knowledge. You can build the categories in Catalog Graph and create the catalog as required. For more information, refer to Create a Catalog.
Manage Catalogs
The catalogs available in Catalog Store can be managed and updated in Luma Knowledge. You can update catalogs to ensure that the catalogs are easily accessible through Luma Virtual Agent. For more information, refer to Edit Catalogs.
Any changes to the catalog in Luma Knowledge do not change the Source system.
The manual updates to catalog Keywords and metadata are not overwritten if the new updates from the Source system are imported through the Federated service.
Search Catalogs
Once the catalogs are available in Luma Knowledge. catalogs are available through Luma Virtual Agent. For every user query, the virtual agent looks for matching catalogs. The matching catalogs are returned as a result to the Virtual agent, which then uses the tenant’s start-up configuration to present to matching information to the user.