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Kore.ai 대화형 플랫폼
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자연어 처리(NLP)
봇 개념 및 용어들
빠른 시작 가이드
봇 빌더 접근 방법
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이전 버전 (영어)

개념
디자인
스토리보드
대화 작업
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
WebHook 노드
스크립트 노드
노드 그룹화하기
Agent Transfer Node
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음성 통화 속성
대화 관리
노드 및 전환
구성 요소 전환
컨텍스트 개체
이벤트 기반 봇 조치
지식 그래프
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지식 추출
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봇에 지식 그래프 추가
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FAQ 추가
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변수 네임스페이스 관리
수정
용어 편집 및 삭제
용어 편집 및 삭제
질문과 응답 편집
Knowledge Graph Training
지식 그래프 분석
봇 온톨로지 가져오기 및 내보내기
지식 그래프 가져오기
지식 그래프 내보내기
지식 그래프 생성
CSV 파일에서
JSON 파일
지식 그래프 생성
경고 작업
스몰 토크
Digital Skills
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Views
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Panels
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봇 성능 향상 – NLP 최적화
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소개
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기초 의미
지식 그래프 학습
특성
순위 및 해결
고급 NLP 설정
NLP 설정 및 지침
봇 인텔리전스
소개
컨텍스트 관리
컨텍스트 관리
대화 관리
다중 – 의도 탐지
엔티티 수정
기본 대화
정서 관리
어조 분석
Test & Debug
봇과 대화
발화 테스트
배치 테스트하기
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배포
채널 활성화
봇 게시
분석
봇 분석하기
Conversations Dashboard
Performance Dashboard
사용자 정의 대시보드
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
Usage Plans
Support Plans
플랜 관리
봇 인증
다국어 봇
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
그룹 관리
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 ServiceNow Action

Configuring the ServiceNow Action

The XO Platform lets you easily connect the ServiceNow integration to create, view, update, search and delete incidents. You can also create, view, update, search and delete requests using the pre-built templates. Click the ServiceNow link to know more. 

This article explains how to authorize and enable the ServiceNow action and install the pre-built templates.

Note: ServiceNow Actions Integration is supported for the ServiceNow cloud versions (Tokyo, Utah, and Vancouver) but not for on-premises instances.

Authorizations Supported

The Kore.ai XO Platform supports only basic authentication to allow a ServiceNow integration to exchange data. For more information, see Bot Authorization Overview

The Kore.ai XO Platform supports the following authorization types for the ServiceNow 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 ServiceNow app to access an access token at runtime. To learn more about ServiceNow account types, see ServiceNow documentation.
Authorization Type Basic OAuth
Pre-authorize the Integration Yes
Allow Users to Authorize the Integration Yes

Step 1: Enable the ServiceNow Action 

Prerequisites:

Before enabling the ServiceNow action, complete the following prerequisites:

  • If you already have ServiceNow account credentials, then enter it.  Otherwise, create a developer account in the ServiceNow and note down login credentials. Use the ServiceNow Developer Instance Documentation for more information.
  • Copy the User sub domain, username/email and password of your ServiceNow account and keep them ready to enable the integration.

Steps to enable the ServiceNow action:

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

Pre-authorize the Integration

Basic OAuth

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 OAuth option. 

Steps to authorize a ServiceNow action using developer credentials:

    1. Go to Build > Integrations and select the Actions menu item.
    2. Select the ServiceNow action in the Available Actions region.
    3. In the Configurations dialog, select the Authorization tab 
    4. Enter the following details:
      • Authorization Type – Select the Pre-authorize the Integration option, and then select the Basic Auth option.
      • User Sub Domain – The instance name of the ServiceNow account.
      • Username or Email – The username or email of the ServiceNow account.
      • Password – The password of the ServiceNow account.
    5. Click Enable. When you configure the action for the first time, the Integration Successful  pop-up is displayed.

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 ServiceNow 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 ServiceNow action at a user level:

    1. Go to Build > Integrations and select the Actions menu item.
    2. Select the ServiceNow action in the Available Actions region.
    3. In the Configurations dialog, select the Authorization tab 
    4. Enter the following details:
      • Select the type of authorization mechanism. For example, select the Basic Auth option. To create Basic Auth profiles, see Bot Authorization Overview .

        • Create your own authorization profile to obtain an access token and use it to complete integration without using Kore.ai’s ServiceNow app for authorization.
        • Click the Select Authorization drop-down and select the Create New option.
        • Authorization Type – Select the Allow Users to Authorize the Integration option, and then select the Basic Auth option.
        • Enter the following authentication credentials for the Basic Auth mechanism:
          • Name – Enter the name for the Basic Auth profile.
          • Select the Yes, some tasks will have tenancy URLs and the user will need to provide that to successfully authenticate option.
          • Base URL – Enter the base tenant URL for ServiceNow instance.
          • Authorization Check URL – Enter the authorization check URL for your ServiceNow instance.
        • Description – Enter the description of the basic authentication profile.

        • Click Save Auth to save authorization profile.
        • Select the new Authorization Profile, which you created to complete integration. 

    5. Click Enable. When you configure the action for the first time, the Integration Successful  pop-up is displayed.

Step 2: Install the ServiceNow Action Templates

Once you have configured a ServiceNow 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. You can also select the desired dialog task from the templates and click Proceed. For example, select the Create an Incident 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 ServiceNow Action

The XO Platform lets you easily connect the ServiceNow integration to create, view, update, search and delete incidents. You can also create, view, update, search and delete requests using the pre-built templates. Click the ServiceNow link to know more. 

This article explains how to authorize and enable the ServiceNow action and install the pre-built templates.

Note: ServiceNow Actions Integration is supported for the ServiceNow cloud versions (Tokyo, Utah, and Vancouver) but not for on-premises instances.

Authorizations Supported

The Kore.ai XO Platform supports only basic authentication to allow a ServiceNow integration to exchange data. For more information, see Bot Authorization Overview

The Kore.ai XO Platform supports the following authorization types for the ServiceNow 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 ServiceNow app to access an access token at runtime. To learn more about ServiceNow account types, see ServiceNow documentation.
Authorization Type Basic OAuth
Pre-authorize the Integration Yes
Allow Users to Authorize the Integration Yes

Step 1: Enable the ServiceNow Action 

Prerequisites:

Before enabling the ServiceNow action, complete the following prerequisites:

  • If you already have ServiceNow account credentials, then enter it.  Otherwise, create a developer account in the ServiceNow and note down login credentials. Use the ServiceNow Developer Instance Documentation for more information.
  • Copy the User sub domain, username/email and password of your ServiceNow account and keep them ready to enable the integration.

Steps to enable the ServiceNow action:

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

Pre-authorize the Integration

Basic OAuth

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 OAuth option. 

Steps to authorize a ServiceNow action using developer credentials:

    1. Go to Build > Integrations and select the Actions menu item.
    2. Select the ServiceNow action in the Available Actions region.
    3. In the Configurations dialog, select the Authorization tab 
    4. Enter the following details:
      • Authorization Type – Select the Pre-authorize the Integration option, and then select the Basic Auth option.
      • User Sub Domain – The instance name of the ServiceNow account.
      • Username or Email – The username or email of the ServiceNow account.
      • Password – The password of the ServiceNow account.
    5. Click Enable. When you configure the action for the first time, the Integration Successful  pop-up is displayed.

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 ServiceNow 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 ServiceNow action at a user level:

    1. Go to Build > Integrations and select the Actions menu item.
    2. Select the ServiceNow action in the Available Actions region.
    3. In the Configurations dialog, select the Authorization tab 
    4. Enter the following details:
      • Select the type of authorization mechanism. For example, select the Basic Auth option. To create Basic Auth profiles, see Bot Authorization Overview .

        • Create your own authorization profile to obtain an access token and use it to complete integration without using Kore.ai’s ServiceNow app for authorization.
        • Click the Select Authorization drop-down and select the Create New option.
        • Authorization Type – Select the Allow Users to Authorize the Integration option, and then select the Basic Auth option.
        • Enter the following authentication credentials for the Basic Auth mechanism:
          • Name – Enter the name for the Basic Auth profile.
          • Select the Yes, some tasks will have tenancy URLs and the user will need to provide that to successfully authenticate option.
          • Base URL – Enter the base tenant URL for ServiceNow instance.
          • Authorization Check URL – Enter the authorization check URL for your ServiceNow instance.
        • Description – Enter the description of the basic authentication profile.

        • Click Save Auth to save authorization profile.
        • Select the new Authorization Profile, which you created to complete integration. 

    5. Click Enable. When you configure the action for the first time, the Integration Successful  pop-up is displayed.

Step 2: Install the ServiceNow Action Templates

Once you have configured a ServiceNow 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. You can also select the desired dialog task from the templates and click Proceed. For example, select the Create an Incident 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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