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Overview

Digital Agent provides you flexibility to leverage communication channels such as Microsoft Teams to interact with Digital Agent. Start your conversation with Digital Agent on one of the widely used communication channel across organizations – Microsoft Teams (MS Teams). Apart from Web App, Digital Agent supports MS Teams. It is one of the powerful and flexible way to communicate and to increase the operational efficiency.   

It allows end user(s) to type actions in the form of questions. It connects quickly and answers accordingly related to Incident Management or Service Request requirement that is feeded-in to the Digital Agent. 

Note

Reset Dialogues and Conversation Downloads are not possible in MS Teams channel, and only possible in Webchat.


Business Benefits 

  • Automated Support for hybrid users through MS Teams channel.
  • Increased CSAT and efficiency with useful chat support. 


Prerequisites:

  1. Set up Microsoft Teams App - For more information, see here.
  2. 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. 
  3. 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. 

Start Conversation with Digital Agent using MS Teams 

To start a conversation with Digital Agent, perform the following steps:

  1. Log in to Microsoft Teams. Click icon. The Apps page is displayed.


    Figure: Apps page

  2. Click DigitalAgent. The Digital Agent Chat Window appears. Start conversation with Digital Agent. The Digital Agent respond back with your queries accordingly. A sample screenshot is shown below:


    Figure: Digital Agent - MS Teams Chat Window

    Based on the end-user utterance to log an incident or log an SR the relevant Knowledge Articles are displayed. A sample screenshot is shown below:


    Figure: Knowledge Articles Display

    Click Show More to view detailed knowledge article and Video URL to view the relevant video. It will open the relevant article or video in next tab. 


Invalid User

The Digital Agent displays the following message if the user’s email ID is not registered with Summit application.


Figure: Invalid User

In this scenario, Digital Agent will not start the conversation.


Duplicate User 

The Digital Agent displays the following message if the user’s e-mail ID is already linked with MS Teams and the same user attempts to start conversation with alternate e-mail ID.


Figure: Duplicate User

In this scenario, Digital Agent will not start the conversation.

Example:

 Amanda, the end-user, has two different profiles with following two different e-mail IDs:

Now, if Amanda is already in a conversation with Digital Agent with the profile having e-mail ID as Amanda@zacme.com, then Amanda will not be able to converse with Digital Agent with another profile having e-mail ID as AmandaM@zacme.com at the same time.

To allow same user to login with multiple email IDs to Digital Agent at the same time, perform the following steps:

  1. Navigate to Profile > Edit Profile in Summit application.


    Figure: Edit Profile

  2. Select Assistant Authentication Details on My Profile


    Figure: My Profile
  3. Click Revoke Authentication symbol


    Figure: Revoke Authentication


    Figure: Success Message


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:

  1. Type-in the utterance such as Update Ticket or Update SR or Update Incident and so on. The list of tickets is displayed to select the required one. A sample screenshot is shown below:


    Figure: Update Ticket

    You may type in a specific ticket number as well to update it.

  2. Scroll horizontally right or left using icon and icon respectively. Click select hyperlink to the required ticket which you want to update. Let's say you have selected the ticket number 234340 from the list, the system displays a notification and a message after selecting the ticket. A sample screenshot is shown below:


    Figure: Update Ticket Message

  3. Enter the information to be updated. 


    Figure: Additional Information

    The updated information will appear in the Additional Information field of the incident details page.

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:

  1. Type-in the utterance such as Escalate Ticket or Escalate SR or Escalate Incident and so on. The list of tickets is displayed to select the required one. A sample screenshot is shown below:


    Figure: Escalate Ticket

  2. Scroll horizontally right or left using icon and icon respectively. Click select hyperlink to the required ticket which you want to escalate. Let's say you have selected the ticket number 234150 from the list, the system displays a notification and a message after selecting the ticket:


    Figure: Escalate Ticket Message

    The selected ticket is escalated. 

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:

  1. Type-in the utterance such as Remind Ticket or Remind SR or Remind Incident and so on.  System displays the following message with Yes and No options. A sample screenshot is shown below:


    Figure: Remind Ticket

  2. Click Yes. It displays a list of tickets. Scroll horizontally right or left using icon and icon respectively. Click select hyperlink to the required ticket which you want to remind. 


    Figure: Remind Ticket - List

    Let's say you have selected the ticket number 234340 from the list, the system displays the following message:


    Figure: Remind Ticket Message

    A reminder is set for the selected ticket.

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. 

Note

A ticket can be reopened only with status as Resolved.

To set a reminder for a ticket, perform the following steps:

  1. Type-in the utterance such as Reopen Ticket or Reopen SR or Reopen Incident and so on. The list of tickets is displayed to select the required one. A sample screenshot is shown below:


    Figure: Reopen Ticket

  2. Scroll horizontally right or left using icon and icon respectively. Click select hyperlink to the required ticket which you want to reopen. Let's say you have selected the ticket number 234340 from the list, the system displays the following message:


    Figure: Reopen Ticket Message

    The selected ticket is reopened.

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:

  • Closed - A ticket with status as Closed cannot be reopened. A sample screenshot is shown below:


    Figure: Closed Status
  • In-Progress - A ticket with status as In-Progress cannot be reopened. A sample screenshot is shown below:


    Figure: In-Progress Status

  • Cancelled - A ticket with status as Cancelled cannot be reopened. A sample screenshot is shown below:


    Figure: Cancel Status

  • New - A ticket with status as New cannot be reopened. A sample screenshot is shown below:


    Figure: New Status

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. 

Note

A ticket with status as Closed cannot be cancelled.

To cancel a ticket, perform the following steps:

  1. Type-in the utterance such as Cancel Ticket or Cancel SR or Cancel Incident and so on.  The list of tickets is displayed to select the required one. A sample screenshot is shown below:


    Figure: Cancel Ticket

  2. Scroll horizontally right or left using icon and icon respectively. Click select hyperlink to the required ticket which you want to cancel. Let's say you have selected the ticket number 234340 from the list, the system displays the following message:


    Figure: Cancel Ticket Message

The selected ticket is cancelled.






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