[DP-1] Knowledge Selection Path

Problem

Users don't provide enough detail upfront to know the exact solution based on your business processes / standard operating procedures.

What does this pattern do?

Present knowledge articles based on a multiple choice selection.

Gwen11:43 AM

My VPN is not connecting properly.

Moveworks11:43 AM

I can help you with your VPN issue.

Where are you connecting from?

Office

Home

Branching Options: (Up to 12 options)

Gwen11:43 AM

Office

Shows synchronized KB from Knowledge Base

Moveworks11:43 AM

Ok, here is the top result I could find:

📖 Troubleshoot VPN login from office
1. Try switching to a different gateway
2. Try rebooting your computer.

Does this resolve your issue?

👍 Yes

👎 No, Get Help

Gwen11:43 AM

My VPN is not connecting properly.

Moveworks11:43 AM

I can help you with your VPN issue.

Where are you connecting from?

Office

Home

Branching Options: (Up to 12 options)

Gwen11:43 AM

Home

Shows free text response

Moveworks11:43 AM

Try connecting to your corporate hotspot. Home routers can be problematic.

Example Use Cases

1. IT: Troubleshoot VPN issues by asking the same questions the L1 service desk typically asks.
2. Sales: Identify the approved discount levels based on the enterprise vs commercial segments.
3. Facilities: Help users diagnose conference room issues based on meeting provider (e.g. Zoom, Teams, WebEx).

Design Considerations

Design time

• Must branch using multiple-choice slot (<12 preconfigured options)
• Must select a chat-friendly "snippet" (not a full article)
• Must end Path after providing a snippet.
• Must wait ~4 hours for new snippets to appear
• May configure plain text responses instead of KBs

Run time

• Bot will show Path with other skills in adaptive response
• Bot will ask all questions sequentially & will not “shortcut”
• Bot will take user to smart handoff if article insufficient