Knowledge & Services Settings

When integrated with Luma Knowledge, Luma Virtual Agent (Luma VA) allows the end-users to access the Knowledge along with the predefined Services. End-users can access the information already available in the organization through the Virtual Agent without creating skills in the Luma Bot Builder application. Based on the User’s intent to view Knowledge or Services, the Virtual Agent identifies relevant Knowledge Articles and Services and presents the results to the end-users.

This article describes how administrators can customize the way Luma Virtual Agent delivers both Knowledge and Services to the user, based on your organization’s representation preference.

Navigate to Bot Menu → Configurations → Knowledge & Services section.

Following are the sections available on the page:

Settings

In this section, the Tenant administrator can customize the way Luma Virtual Agent delivers Knowledge and Services to the user. Here, you can configure the organization’s preference on how the results should be presented when the Bot identifies both Knowledge and Services for a user request. ve

Knowledge Followed by Service: This indicates that Knowledge should be presented before Skill options are presented. In this case, Services/Skills are not presented upfront and displayed only after the user explicitly requests to see the relevant Services.

Knowledge and Service: This indicates Knowledge and Services should be presented together. In this case, the users are presented with the relevant Knowledge Articles and the matching Services/Skills.

Default: This option indicates that the Virtual Agent's decision should be honored. The Virtual Agent determines if the Knowledge Articles are presented first followed by Services or the Knowledge Articles and Services are presented together. This is the default option.

Open

You can update the configurations as required and click Save.

Knowledge

This section is used to customize the bot messages to be displayed to the end-user when the Virtual Agent identifies and presents only Knowledge Articles for the user request.

Follow the below steps to customize the user experience:

1. In Knowledge Articles without topic section, configure the Message to be displayed when a list of knowledge articles are presented to the end-user.

2. The articles are presented in cards. Select Open inside web widget checkbox to view the artifact in the Web Widget.

3. In Knowledge Articles with the topic section, configure the Messages to be displayed when knowledge articles are presented in a Guided conversation. The user should navigate through topics to view Knowledge articles.

   1. Add Topic Prompt Message displayed when the user is advised to select one of the topics to show the related sub-topic or Knowledge articles.

   2. Configure Topic Validation Message. The message is displayed when the user input is invalid and is not in the list of identified topics.

   3. Add Sub-Topic Selection Message to be displayed when the user is advised to select further sub-topics to show the articles.

   4. Add Selected Topic Knowledge Articles Message. The message is displayed when the knowledge articles related to the selected topic are listed.

   5. Select Open inside web widget checkbox to view the Knowledge article in the Web Widget.

4. Once updates are done, click Save.

   Open

   

Knowledge Followed by Services

This section is used to customize the bot messages to be displayed to the end-user when the Virtual Agent identifies Knowledge and Services for the user request and presents Knowledge Articles followed by the related Services.

Follow the below steps to customize the user experience:

1. In Knowledge Articles without topic selection, configure the Message to be displayed when a list of knowledge articles are presented to the end-user along with the option to view relevant services.

2. The articles are presented in card format. Select Open inside web widget checkbox to view the artifact in the Web Widget.

3. In Knowledge Articles with topic selection, configure the Messages to be displayed when knowledge articles are presented in a Guided conversation. The user should navigate through topics to view Knowledge articles.

   1. Add Topic Prompt Message displayed when the user is advised to select one of the topics or view relevant services.

   2. Configure Topic Validation Message. The message is displayed when the user input is invalid and is not in the list of identified topics.

   3. Add Sub-Topic selection Message to be displayed when the user is advised to select further sub-topics to show the articles.

   4. Add Selected Topic Knowledge Articles Message. The message is displayed when the knowledge articles related to the selected topic are listed. The end-user may select the Knowledge Article or view related services.

   5. Select Open inside web widget checkbox to view the Knowledge article in the Web Widget.

4. In View Related Services, configure the message to be displayed when the end-user chooses to view Related Services. The Services are presented to the end-user in card format.

5. Once updates are done, click Save.

Knowledge and Services

This section is used to customize the bot messages to be displayed to the end-user when the Virtual Agent identifies Knowledge and Services for the user request and presents Knowledge and Services together.

Follow the below steps to customize the user experience:

1. In Knowledge Articles without topic selection,

   1. Configure the Message to be displayed when a list of knowledge articles is presented to the end-user along with the list of relevant services.

   2. The articles are presented in card format. Select Open inside web widget checkbox to view the artifact in the Web Widget.

   3. Under Card configuration to represent Skills/Services, configure the Message to be displayed when Skills/Services are presented to the end-user.

   4. The Services are presented to the end-user in card format.

2. In Knowledge Articles with topic selection, configure the Messages to be displayed when knowledge articles are presented in a Guided conversation along with the list of relevant services.

   1. Add Topic Prompt Message displayed when the user is advised to select one of the identified topics.

   2. In Services Card message configuration, configure the message to be displayed with the list of identified topics. Topics are presented in card format.

   3. Configure Topic Validation Message to be displayed when the user input is invalid and is not in the list of identified topics.

   4. Add Sub-Topic Selection Message to be displayed when the user is advised to select further sub-topics to show the articles.

   5. In the Services Card message configuration, configure the message to be displayed with the list of related services. Services are presented in card format.

   6. Add Selected Topic Knowledge Articles Message. The message is displayed when the knowledge articles related to the selected topic are listed. The end-user may select the Knowledge Article or select one of the related services to execute.

   7. Articles are presented in card format. Select Open inside web widget checkbox to view the Knowledge article in the Web Widget.

   8. Under Services Card message configuration, configure the Message to be displayed with the related Skills/Services.

3. Once updates are done, click Save.