CINDE displays a set of related KB articles to help the users resolve the issue before logging any Incident. This helps in quick and easy resolution of issues and also reduces the number Incidents logged by the End Users. If the KB articles cannot resolve the issue, the user can continue to create an Incident to log the issue.
To display KB articles in CINDE:
- Open the CINDE bot.
- Enter the issue to start conversation with CINDE.
- Based on the issue, CINDE identifies the keyword and fetches the KB articles.
- If there is no KB article related to the identified keyword, the user can continue to create an Incident to log the issue.
- If there is a KB article related to the identified keyword, the user is prompted to go through the KB articles. If the user selects Yes, the KB articles are displayed and checks if any article is appropriate in resolving the ticket.
- If the user selects Yes, the flow ends with a graceful message.
- If the user selects No, the user can continue to create an Incident to log the issue.