[DP-44] Resource 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?

Provide advanced solutions (via knowledge articles, forms, & APIs) based on a multiple choice selection

[object Object]
Gwen11:43 AM

I need a loaner laptop

[object Object]
Moveworks11:43 AM

Okay, you need a loaner laptop.

How long will you need it for?

Less than 5 days

More than 5 days

[object Object]
Gwen11:43 AM

Just a few days

[object Object]
Moveworks11:43 AM

You can fill out this form.

📋 Short-term Loaner

Complete Form

Not helpful

[object Object]
Gwen11:43 AM

I need a loaner laptop

[object Object]
Moveworks11:43 AM

Okay, you need a loaner laptop.

How long will you need it for?

Less than 5 days

More than 5 days

[object Object]
Gwen11:43 AM

I will need one for a month

[object Object]
Moveworks11:43 AM

📖 Long-term Loaner Process
1. Go to your manager and make sure they know why
2. Ask them to submit the request directly to IT.

Was this helpful?

👍 Yes

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Example Use Cases

  1. IT: Automation for unlocking Citrix account vs Form for requesting a new Citrix account
  2. Sales: Follow different deal discount processes for domestic or international accounts

Design Considerations

Design time

  • Must branch using multiple-choice slots (<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
  • Must wait ~24 hours for new forms 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