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- Set up Azure Bot channel Service - For more information, see here. (Customer needs to register for Azure Bot channel resource. There are free & Premium tiers are available for customer to leverage based on their environment. The pricing details for Azure Bot service can be explored hereA Microsoft Teams channel is a part of the standard channels and offers unlimited messaging at no cost. For more details, refer Azure Bot Services.)
- Set up Microsoft Teams App - For more information, see here. (Customer needs to have required subscriptions for Microsoft Teams App.)
- Customer needs to provide Microsoft Graph API Access to look up user in Azure Active Directory to get their profile information. For more information, see here.
- The app (Digital Agent) must be published or enabled to have access by the end-user. For more information on how to search and add a required app, refer to Add an App to Microsoft Teams.
- The end user email ID must be same for Summit application and Microsoft Teams account. The Digital Agent conversation will start only for valid users registered in Summit application.
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Once the authentication is revoked, the same user with alternate e-mail ID can start conversation with Digital Agent.
Update Ticket
Digital Agent provides you the flexibility to modify or update a ticket. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response.
To update the ticket, perform the following steps:
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Escalate Ticket
Digital Agent provides you the flexibility to escalate a ticket. It will be helpful when a ticket is not updated or resolved for a specific time interval. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response.
To escalate the ticket, perform the following steps:
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Remind Ticket
Digital Agent provides you the flexibility for ticket reminder. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response.
To set a reminder for a ticket, perform the following steps:
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Reopen Ticket
Digital Agent provides you the flexibility to reopen a ticket. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response.
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A ticket can be reopened only with status as Resolved. |
To set a reminder for a ticket, perform the following steps:
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You cannot reopen a ticket with status as Closed, In-Progress, Cancelled and New. The following messages are displayed with the status as shown below:
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Cancel Ticket
Digital Agent provides you the flexibility to cancel a ticket. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response.
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A ticket with status as Closed cannot be cancelled. |
To cancel a ticket, perform the following steps:
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The selected ticket is cancelled.