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Kore.ai 대화형 플랫폼
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빠른 시작 가이드
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개요
Using the Dialog Builder Tool
노드 유형
사용자 의도 노드
대화 노드
엔티티 노드
양식 노드
확인 노드
서비스 노드
봇 조치 노드
Service Node
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스크립트 노드
노드 그룹화하기
Agent Transfer Node
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대화 관리
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이벤트 기반 봇 조치
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수정
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질문과 응답 편집
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지식 그래프 가져오기
지식 그래프 내보내기
지식 그래프 생성
CSV 파일에서
JSON 파일
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경고 작업
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Views
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봇 성능 향상 – NLP 최적화
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봇 인텔리전스
소개
컨텍스트 관리
컨텍스트 관리
대화 관리
다중 – 의도 탐지
엔티티 수정
기본 대화
정서 관리
어조 분석
Test & Debug
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배치 테스트하기
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배포
채널 활성화
봇 게시
분석
봇 분석하기
Conversations Dashboard
Performance Dashboard
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소개
맞춤형 메타 태그
사용자 정의 대시보드 생성 방법
Conversation Flows
NLP 지표
Containment Metrics
사용량 지표
스마트 봇
소개
범용 봇
소개
범용 봇 정의
범용 봇 생성
범용 봇 학습
범용 봇 커스터마이징
범용 봇용 추가 언어 활성화
스토어
Manage Assistant
플랜 및 사용량
Overview
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Support Plans
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봇 인증
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개인 식별 정보 삭제하기
봇 변수 사용
IVR 통합
일반 설정
봇 관리

방법
간단한 봇 생성하기
Design Conversation Skills
뱅킹 봇 생성
뱅킹 봇 – 자금 이체
뱅킹 봇 – 잔액 업데이트
Knowledge Graph (KG) 구축
스마트 경고를 예약하는 방법
Design Digital Skills
디지털 양식 설정 방법
디지털 보기 설정 방법
데이터 테이블에 데이터를 추가하는 방법
데이터 테이블 내 데이터 업데이트 방법
UI 양식에서 데이터 테이블에 데이터를 추가하는 방법
Train the Assistant
특성 사용 방법
의도와 엔티티에 대한 패턴 사용 방법
컨텍스트 전환 관리 방법
Deploy the Assistant
상담사 전환을 설정하는 방법
봇 기능 사용 방법
콘텐츠 변수 사용 방법
전역 변수 사용 방법
Kore.ai 웹 SDK 튜토리얼
Kore.ai 위젯 SDK 튜토리얼
Analyze the Assistant
사용자 정의 대시보드 생성 방법
사용자 지정 태그를 사용하여 봇 메트릭을 필터링하는 방법

API 및 SDK
API 참조
Kore.ai API 사용
API 목록
API 컬렉션
koreUtil Libraries
SDK 참조
상담사 전환을 설정하는 방법
봇 기능 사용 방법
콘텐츠 변수 사용 방법
전역 변수 사용 방법
소개
Kore.ai 웹 SDK 튜토리얼
Kore.ai 위젯 SDK 튜토리얼

관리
소개
봇 관리자 콘솔
대시보드
사용자 관리
사용자 관리
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역할 관리
봇 관리 모듈
등록
사용자 초대
사용자 등록을 위한 대량 초대 보내기
사용자 및 사용자 데이터 가져오기
Active Directory에서 사용자 동기화
보안 및 준수
싱글 사인 온 사용
보안 설정
Kore.ai 커넥터
봇 관리자용 분석
Billing (지원하지 않음)
  1. Integrations
  2. Configuring the Freshservice ITSM Action

Configuring the Freshservice ITSM Action

The XO Platform lets you easily connect the Freshservice integration to allow you to create, view, update, and delete tickets in the system to manage your IT services. Click the Freshservice link to learn more.

This document explains the Freshservice configuration steps to enable, authorize, configure, and install the pre-built templates.

Authorizations Supported

The Kore.ai XO Platform supports basic authentication to allow Freshservice integration to exchange data. For more information, read the Bot Authorization Overview article.

The Kore.ai XO Platform supports the following authorization types for the Freshservice integration:

  • Pre-Authorize the Integration – To make the integration process smoother for developers and customers, you can pre-authorize it by providing the necessary authorization credentials to obtain the access token.
  • Allow Users to Authorize the Integration – This method requires the end user to provide credentials during the conversation for authorization. This authorization process involves requesting permission for Kore.ai’s Freshservice app to access an access token at runtime. To learn more about Freshservice account types, see Freshservice Documentation.

Step 1: Enable the Freshservice Action

Prerequisites:

Before enabling the Freshservice action, complete the following prerequisites:

  • If you don’t have Freshservice account credentials, create an account in Freshservice and note down login credentials. For more information, see Freshservice Documentation.
  • Copy the API Key and Domain name of your Freshservice account and keep them for future use to enable the integration.

Steps to enable the Freshservice action:

  1. Go to Build > Integrations > Actions.
  2. Once you click the Actions menu, all integrations are shown in the Available region. Select the Freshservice action.

Pre-authorize the Integration

Basic Auth
You can authorize the integration using your credentials. The developer authorization lets you authorize the integration with preconfigured Kore.ai’s app with the Basic Auth option.

Steps to authorize a Freshservice action using developer credentials:

  1. Go to Build > Integrations > Actions and select the Freshservice action.
  2. In the Configurations dialog, select the Authorization tab.
  3. Enter the following details:
    • Authorization Type – Select the Pre-authorize the Integration option, and then select the Basic Auth option.
    • User Sub Domain – The domain name of the Freshservice account.
    • API Key – The secret API key of your Freshservice account.
  4. Click Enable. When you configure the action for the first time, the Integration Successful pop-up is displayed.

    Note: The Freshservice action is moved from Available to Configured region.

Allow End User to Authorize

You can authorize the integration at a user level with their login credentials. The user authorization process involves requesting permission for Kore.ai’s Freshservice app to access an access token at runtime. You can also use the basic auth profile to let a user configure the integration at runtime.

Steps to authorize a Freshservice action at a user level:

  1. Go to Build > Integrations > Actions and select the Freshservice action.
  2. In the Configurations dialog, select the Authorization tab.
  3. Enter the following details:
    • Authorization Type – Select the Allow Users to Authorize the Integration option, and then select the Basic Auth option.
    • Create your authorization profile to obtain an access token and use it to complete integration without using Kore.ai’s Freshservice app for authorization. To create a profile, click the Select Authorization drop-down and select the Create New option.
    • Select the type of authorization mechanism. For example, select the Basic Auth option. To create Basic Auth profiles, see Bot Authorization Overview.
    • Enter the following authentication credentials for the Basic Auth mechanism:
      • Name – Enter the name for the Basic Auth profile.
      • Select Yes; some tasks will have tenancy URLs, and the user must provide the URLs to authenticate successfully.
      • Base URL – Enter the base tenant URL for the Freshservice instance.
      • Authorization Check URL – Enter the authorization check URL for your Freshservice instance.
      • Description – Enter the description of the basic authentication profile.
      • Click Save Auth to save the authorization profile.
      • Select the new Authorization Profile, which you created to complete integration.
  4. Click Enable. When you configure the action for the first time, the Integration Successful pop-up is displayed.

Step 2: Install the Freshservice Action Templates

Once you have configured a Freshservice integration, you can explore and install action templates.

Steps to install action templates:

  1. On the Integration Successful dialog, click the Explore Templates button to view the templates.
    >
  2. In the Integration Templates dialog, click the Install button to begin the installation.
  3. Once the template is installed, click the Go to Dialog button to view the dialog task.
  4. Once all templates are installed, a dialog task for each template is auto-created.
  5. Select the desired dialog task from the templates and click Proceed. For example, select the Create a Ticket task.
  6. Once you click Proceed, the dialog task is auto-created, and the canvas opens with all required entity nodes, service nodes, and message scripts.

Configuring the Freshservice ITSM Action

The XO Platform lets you easily connect the Freshservice integration to allow you to create, view, update, and delete tickets in the system to manage your IT services. Click the Freshservice link to learn more.

This document explains the Freshservice configuration steps to enable, authorize, configure, and install the pre-built templates.

Authorizations Supported

The Kore.ai XO Platform supports basic authentication to allow Freshservice integration to exchange data. For more information, read the Bot Authorization Overview article.

The Kore.ai XO Platform supports the following authorization types for the Freshservice integration:

  • Pre-Authorize the Integration – To make the integration process smoother for developers and customers, you can pre-authorize it by providing the necessary authorization credentials to obtain the access token.
  • Allow Users to Authorize the Integration – This method requires the end user to provide credentials during the conversation for authorization. This authorization process involves requesting permission for Kore.ai’s Freshservice app to access an access token at runtime. To learn more about Freshservice account types, see Freshservice Documentation.

Step 1: Enable the Freshservice Action

Prerequisites:

Before enabling the Freshservice action, complete the following prerequisites:

  • If you don’t have Freshservice account credentials, create an account in Freshservice and note down login credentials. For more information, see Freshservice Documentation.
  • Copy the API Key and Domain name of your Freshservice account and keep them for future use to enable the integration.

Steps to enable the Freshservice action:

  1. Go to Build > Integrations > Actions.
  2. Once you click the Actions menu, all integrations are shown in the Available region. Select the Freshservice action.

Pre-authorize the Integration

Basic Auth
You can authorize the integration using your credentials. The developer authorization lets you authorize the integration with preconfigured Kore.ai’s app with the Basic Auth option.

Steps to authorize a Freshservice action using developer credentials:

  1. Go to Build > Integrations > Actions and select the Freshservice action.
  2. In the Configurations dialog, select the Authorization tab.
  3. Enter the following details:
    • Authorization Type – Select the Pre-authorize the Integration option, and then select the Basic Auth option.
    • User Sub Domain – The domain name of the Freshservice account.
    • API Key – The secret API key of your Freshservice account.
  4. Click Enable. When you configure the action for the first time, the Integration Successful pop-up is displayed.

    Note: The Freshservice action is moved from Available to Configured region.

Allow End User to Authorize

You can authorize the integration at a user level with their login credentials. The user authorization process involves requesting permission for Kore.ai’s Freshservice app to access an access token at runtime. You can also use the basic auth profile to let a user configure the integration at runtime.

Steps to authorize a Freshservice action at a user level:

  1. Go to Build > Integrations > Actions and select the Freshservice action.
  2. In the Configurations dialog, select the Authorization tab.
  3. Enter the following details:
    • Authorization Type – Select the Allow Users to Authorize the Integration option, and then select the Basic Auth option.
    • Create your authorization profile to obtain an access token and use it to complete integration without using Kore.ai’s Freshservice app for authorization. To create a profile, click the Select Authorization drop-down and select the Create New option.
    • Select the type of authorization mechanism. For example, select the Basic Auth option. To create Basic Auth profiles, see Bot Authorization Overview.
    • Enter the following authentication credentials for the Basic Auth mechanism:
      • Name – Enter the name for the Basic Auth profile.
      • Select Yes; some tasks will have tenancy URLs, and the user must provide the URLs to authenticate successfully.
      • Base URL – Enter the base tenant URL for the Freshservice instance.
      • Authorization Check URL – Enter the authorization check URL for your Freshservice instance.
      • Description – Enter the description of the basic authentication profile.
      • Click Save Auth to save the authorization profile.
      • Select the new Authorization Profile, which you created to complete integration.
  4. Click Enable. When you configure the action for the first time, the Integration Successful pop-up is displayed.

Step 2: Install the Freshservice Action Templates

Once you have configured a Freshservice integration, you can explore and install action templates.

Steps to install action templates:

  1. On the Integration Successful dialog, click the Explore Templates button to view the templates.
    >
  2. In the Integration Templates dialog, click the Install button to begin the installation.
  3. Once the template is installed, click the Go to Dialog button to view the dialog task.
  4. Once all templates are installed, a dialog task for each template is auto-created.
  5. Select the desired dialog task from the templates and click Proceed. For example, select the Create a Ticket task.
  6. Once you click Proceed, the dialog task is auto-created, and the canvas opens with all required entity nodes, service nodes, and message scripts.
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