Out-of-the-box Operations for Wendia (POB)

This article lists out the out-of-the-box skills for Wendia which the Tenant Administrator can import into their Bot. Luma uses these skills to guide the user through a conversation to create or view tickets in their Service Management system.

To import these skills into your bot, please contact Serviceaide Support Team and request for the Skills import file. You will receive a zip file that is formatted with all these skills, attributes and can be imported into your bot using Bot Export and Import feature.

It is strongly suggested that you do this first in your Staging environment and then import it into the Production environment. Attributes cannot be deleted.

	Skills	Description	Permission	Top Phrases to Trigger the Skill

	Skills	Description	Permission	Top Phrases to Trigger the Skill
1	Create a new incident case	To create a new incident case	End User	Create an incident case Raise incident
2	View a case	To view an existing case	End User	View a case Show my case
3	View list of cases	To view the list of cases	End User	View list of Cases Show cases list
4	View inprocess cases	To view a list of cases with status In Progress	End User	View In Process cases Inprocess cases
5	View open cases	To view a list of cases with Open status	End User	View open cases Show my open cases
6	View solved cases	To view a list of cases with Resolved status	End User	View resolved cases Resolved cases list
7	View closed cases	To view a list of cases with Closed status	End User	View closed cases Show closed cases
8	Update a case	To update a Case	End User	update case update incident case
9	Update status of a case	To update the status of a Case	End User	Update status of a case update status update case status
10	Update priority of a case	To update the priority of a Case	End User	Update priority of a case update priority, update case priority
11	Update description of a case	To update the description of a case	End User	Update description of a case update description update case description
12	Assign case to a responsible	To assign the case to a Support Agent	End User	Assign a case to an individual Assign a case to a responsible assign a case to a group
13	Create a new problem case	To create a new problem case	End User	Create a new problem case Create a problem case Create a Problem
14	Create a new known error case	To create a new known error case	End User	Create a new known error case Known error case creation Create Known error case
15	Create a new RFC case	To create a new RFC case	End User	Create a new RFC case Create RFC
16	Create a new knowledge case	To create a new knowledge case	End User	Create a new knowledge case Knowledge case creation Create Knowledge Case
17	Create a new event case	To create a new event case	End User	Create a new event case Raise new event Create Event
18	Create a new service request case	To create a new service request case	End User	Create a new service request case Raise service request Create Service Request
19	Create a new maintenance case	To create a new maintenance case	End User	Create a new maintenance case Maintenance case Create Maintenance case
20	Create a new master incident case	To create a new master incident case	End User	Create a new master incident case Raise Master incident case Create Master incident case
21	Create a new work order case	To create a new work order case	End User	Create a new work order case New work order Create New work order
22	Create a new sales case	To create a new sales case	End User	Create a new sales case Raise new sales case Create new sales case
23	Create a new FAQ case	To create a new FAQ case	End User	Create a new FAQ case Create FAQ case
24	Create a new HR case	To create a new HR case	End User	Create a new HR case Create HR case
25	Create a new HRP case	To create a new HRP case	End User	Create a new HRP case Create HRP case
26	Show unassigned cases	To show unassigned cases	End User	Show unassigned cases List unassigned cases
27	Cases awaiting customer	To see cases awaiting customer response	End User	Cases awaiting customer response Pending customer response Show awaiting customer response List awaiting customer response
28	Cases awaiting Approval	To see cases awaiting Approvals	End User	cases which need approval cases awaiting approval
29	Search Knowledge	To search for Knowledge articles	End User	Search Knowledge Search Knowledge using keywords

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