시작
Kore.ai 대화형 플랫폼
챗봇 개요
자연어 처리(NLP)
봇 개념 및 용어들
빠른 시작 가이드
봇 빌더 접근 방법
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Kore.ai 봇 빌더로 작업하기
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릴리스 정보
현재 버전 (영어)
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
사용자 프롬프트
음성 통화 속성
대화 관리
노드 및 전환
구성 요소 전환
컨텍스트 개체
이벤트 기반 봇 조치
지식 그래프
소개
지식 추출
지식 그래프 생성
봇에 지식 그래프 추가
그래프 생성
지식 그래프 작성
FAQ 추가
작업 실행
기존 소스에서 FAQ 구축
특성, 동의어 및 불용어
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
디지털 양식
Views
Digital Views
Panels
Widgets
기차
봇 성능 향상 – NLP 최적화
기계 학습
소개
모델 검증
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
대화 테스트
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. Using the Salesforce CRM Action Templates

Using the Salesforce CRM Action Templates

You can use the Prebuilt Action Templates from your Salesforce integration to auto create dialog tasks and test them using the Talk to Bot option.

Steps to create a dialog task using Salesforce action templates:

  1. Go to Build > Conversation Skills and then click the Dialog Tasks.
  2. Click the Create a Dialog Task to create a new task.
  3. On the Dialog Task pop-up, under the Integration, select the Salesforce option to view the action templates.
    Note:
    If you have not configured any integration for your virtual assistant, you will see the
    Explore Integrations option. Once you click this option, you will be redirected to the Actions page to configure an integration for your VA. For more information, see Actions Overview.

Salesforce CRM Actions 

The following Salesforce CRM actions are supported in this release:

Supported Actions Description Method
Create a Lead Creates a new marketing lead in the CRM. POST
Create an Opportunity Creates a new opportunity in the CRM. POST
Update a Lead Updates the lead with changes PATCH
View a Lead By ID Retrieves the lead details. GET
List All Leads Retrieves all leads from the CRM GET
Search Leads Searches all leads that matches with the keyword GET
Delete a Lead Deletes a lead DELETE

Create a Lead

Steps to create a new lead in the Salesforce CRM:

  1. Refer to the Installing the Salesforce CRM Action Templates section to install this template.
  2. The Create a Lead dialog task is added with the following components:
    • Createlead : A user intent to create a lead.
    • firstName, lastName, and companyName – Entity nodes for gathering the required lead details.
    • CreateLeadService – A bot action service to create a lead in an external integration. Click the Plus icon to expand to view the createLeadService bot action component properties.
    • In the Component Properties window, click the Edit Request link to edit the request parameters as shown below:

      Sample Request:
      {
      "attributes": {
      "type": "Lead"
      },
      "LastName": "Doe",
      "FirstName": "John",
      "Salutation": "Mr.",
      "Title": null,
      "Company": "ABC",
      "Street": null,
      "City": null,
      "State": null,
      "PostalCode": null,
      "Country": null,
      "Latitude": null,
      "Longitude": null,
      "GeocodeAccuracy": null,
      "Phone": null,
      "MobilePhone": "93445667xx",
      "Fax": null,
      "Email": null,
      "Website": null,
      "Description": null,
      "LeadSource": null,
      "Status": "Open - Not Contacted",
      "Industry": null,
      "Rating": null,
      "AnnualRevenue": null,
      "NumberOfEmployees": null,
      "OwnerId": "0055g00000ECRvPAAX",
      "IsConverted": false,
      "IsUnreadByOwner": false,
      "Jigsaw": null,
      "CleanStatus": "Pending",
      "CompanyDunsNumber": null,
      "IndividualId": null,
      "SICCode__c": null,
      "ProductInterest__c": null,
      "Primary__c": null,
      "CurrentGenerators__c": null,
      "NumberofLocations__c": null
      }

      To add one or more responses scroll down and click the +Add Response button:

      Sample Response:
      {
      "id": "00Q5g00000DZ0d4EAD",
      "success": true,
      "errors": [] }
    • subDomainService – A bot action service to fetch subdomain in an external integration. Click the Plus icon to expand to view the subDomainService bot action component properties.
    •  createLeadMessage – A message node with script to display responses for various scenarios. 
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task
  5. Follow the prompts in the VA console to create a lead as shown below:
  6. Enter all lead details when prompted by the VA as shown below:
  7. The new lead is created in Salesforce CRM.
  8. Click the View Lead button to view the lead details in Salesforce CRM.

Update a Lead

Steps to update an existing lead in Salesforce CRM:

  1. Refer to the Installing the Salesforce CRM Action Templates section to install this template.
  2. The Update a Lead dialog task is added with the following components:
    • Update lead : A user intent to update a lead.
    • Id, AskOptions, LeadStatus, Title, and MobilePhone– Entity nodes for updating the lead details.
    • updateLeadScript – A bot action script to update a lead in an external integration. Click the Plus icon to expand to view the updateLeadScript bot action component properties.
    • updateLeadService – A bot action service to update a lead in an external integration. Click the Plus icon to expand to view the updateLeadService bot action component properties.
    • subDomainService – A bot action service to fetch subdomain in an external integration. Click the Plus icon to expand to view the subDomainService bot action component properties.
    •  updateLeadMessage – A message node with script to display responses for various scenarios. 
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task.
  5. Follow the prompts in the VA console to update a lead.
  6. Enter all lead details when prompted by the VA
  7. The existing lead is updated in Salesforce CRM. 
  8. Click the View Lead button to view the lead details in Salesforce CRM.

Delete a Lead

Steps to delete a lead in Salesforce CRM:

  1. Refer to the Installing the Salesforce CRM Action Templates section to install this template.
  2. The Delete Lead dialog task is added for the Salesforce CRM with the following components:
    • Delete Lead: A user intent to delete lead.
    • ID – Entity nodes for entering the lead ID.
    • deleteLeadService – A bot action script to delete a lead in an external integration. Click the Plus icon to expand to view the deleteLeadService bot action component properties.
    • deleteLeadMessage – A message node with script to display responses for various scenarios
  3.  Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task
  5. Follow the prompts in the VA console to delete a lead as shown below:

List All Leads

Steps to view all leads in Salesforce CRM:

  1. Refer to the Installing the Salesforce CRM Action Templates section to install this template.
  2. The List All Leads dialog task is added for the Salesforce CRM with the following components:
    • List All Lead: A user intent to list all leads.
    • listAllLeadsService – A bot action script to view all leads in an external integration. Click the Plus icon to expand to view the listAllLeadsService bot action component properties.

    Sample Response:

    {
    "objectDescribe": {
    "activateable": false,
    "associateEntityType": null,
    "associateParentEntity": null,
    "createable": true,
    "custom": false,
    "customSetting": false,
    "deepCloneable": false,
    "deletable": true,
    "deprecatedAndHidden": false,
    "feedEnabled": true,
    "hasSubtypes": false,
    "isInterface": false,
    "isSubtype": false,
    "keyPrefix": "00Q",
    "label": "Lead",
    "labelPlural": "Leads",
    "layoutable": true,
    "mergeable": true,
    "mruEnabled": true,
    "name": "Lead",
    "queryable": true,
    "replicateable": true,
    "retrieveable": true,
    "searchable": true,
    "triggerable": true,
    "undeletable": true,
    "updateable": true,
    "urls": {
    "compactLayouts": "/services/data/v52.0/sobjects/Lead/describe/compactLayouts",
    "rowTemplate": "/services/data/v52.0/sobjects/Lead/{ID}",
    "approvalLayouts": "/services/data/v52.0/sobjects/Lead/describe/approvalLayouts",
    "listviews": "/services/data/v52.0/sobjects/Lead/listviews",
    "describe": "/services/data/v52.0/sobjects/Lead/describe",
    "quickActions": "/services/data/v52.0/sobjects/Lead/quickActions",
    "layouts": "/services/data/v52.0/sobjects/Lead/describe/layouts",
    "sobject": "/services/data/v52.0/sobjects/Lead"
    }
    },
    "recentItems": [
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000DYz3xxxx"
    },
    "Id": "00Q5g00000DYz3xxxD",
    "Name": "Hogya, Tanmay"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000ENUBxxxx"
    },
    "Id": "00Q5g00000ENUBxxxx",
    "Name": "Smith, Steve"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000DZ5xxxT"
    },
    "Id": "00Q5g00000DZ5xxxxT",
    "Name": "Doe, John"
    }
    ] }

    • subDomainService – A bot action service to fetch subdomain in an external integration. Click the Plus icon to expand to view the subDomainService bot action component properties.
    • listAllLeadsMessage – A message node with script to display responses for various scenarios.
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task
  5. Follow the prompts in the VA console to view all leads as shown below:

View a Lead By ID

Steps to view all leads in Salesforce CRM:

  1. Refer to the Installing the Salesforce CRM Action Templates section to install this template.
  2. The View Lead by Id dialog task is added for the Salesforce CRM with the following components:
    • View Lead by Id: A user intent to view a lead using ID.
    • ID – Entity nodes for entering the lead ID.
    • viewLeadbyIdService – A bot action script to view a lead using ID in an external integration. Click the Plus icon to expand to view the listAllLeadsService bot action component properties and click the + Add Response link.

    Sample Response:

       {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000DYz3mEAD"
    },
    "Id": "00Q5g00000DYz3mEAD",
    "IsDeleted": false,
    "MasterRecordId": null,
    "LastName": "Doe",
    "FirstName": "John",
    "Salutation": "Mr.",
    "Name": "John Doe",
    "Title": null,
    "Company": "Kore",
    "Street": null,
    "City": null,
    "State": null,
    "PostalCode": null,
    "Country": null,
    "Latitude": null,
    "Longitude": null,
    "GeocodeAccuracy": null,
    "Address": null,
    "Phone": null,
    "MobilePhone": "9344566xxx",
    "Fax": null,
    "Email": null,
    "Website": null,
    "PhotoUrl": "/services/images/photo/00Q5g00000DYz3mxxx",
    "Description": null,
    "LeadSource": null,
    "Status": "Open - Not Contacted",
    "Industry": null,
    "Rating": null,
    "AnnualRevenue": null,
    "NumberOfEmployees": null,
    "OwnerId": "0055g00000ECRvxxxX",
    "IsConverted": false,
    "ConvertedDate": null,
    "ConvertedAccountId": null,
    "ConvertedContactId": null,
    "ConvertedOpportunityId": null,
    "IsUnreadByOwner": false,
    "CreatedDate": "2022-08-30T06:49:28.000+0000",
    "CreatedById": "0055g00000ECRVXXXX",
    "LastModifiedDate": "2022-08-30T11:25:21.000+0000",
    "LastModifiedById": "0055g00000ECRvPAAX",
    "SystemModstamp": "2022-08-30T11:25:21.000+0000",
    "LastActivityDate": null,
    "LastViewedDate": "2022-08-30T11:26:32.000+0000",
    "LastReferencedDate": "2022-08-30T11:26:32.000+0000",
    "Jigsaw": null,
    "JigsawContactId": null,
    "CleanStatus": "Pending",
    "CompanyDunsNumber": null,
    "DandbCompanyId": null,
    "EmailBouncedReason": null,
    "EmailBouncedDate": null,
    "IndividualId": null,
    "SICCode__c": null,
    "ProductInterest__c": null,
    "Primary__c": null,
    "CurrentGenerators__c": null,
    "NumberofLocations__c": null
    }

    • subDomainService – A bot action service to fetch subdomain in an external integration. Click the Plus icon to expand to view the subDomainService bot action component properties.
    • viewLeadbyIdMessage – A message node with script to display responses for various scenarios.
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task
  5. Follow the prompts in the VA console to view a lead by ID as shown below:

Search Leads

Steps to search all leads in Salesforce CRM:

  1. Refer to the Installing the Salesforce CRM Action Templates section to install this template.
  2. The Search Leads dialog task is added for the Salesforce CRM with the following components:
    • Search Leads: A user intent to search leads.
    • Keyword – Entity nodes for entering the keywords for the searching leads.
    • searchLeadsService – A bot action script to search leads in an external integration. Click the Plus icon to expand to view the searchLeadsService bot action component properties and click the +Add Response link.

    Sample Response:

    {
    "searchRecords": [
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000ENk9xxxxT"
    },
    "Id": "00Q5g00000ENk9xxxT"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000DZ52HEAT"
    },
    "Id": "00Q5g00000DZ52HEAT"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000ENnKlEAL"
    },
    "Id": "00Q5g00000ENnKlEAL"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000ENnKgEAL"
    },
    "Id": "00Q5g00000ENnKgEAL"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000ENcKqEAL"
    },
    "Id": "00Q5g00000ENcKqEAL"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000ENcKlEAL"
    },
    "Id": "00Q5g00000ENcKlEAL"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000ENcKgEAL"
    },
    "Id": "00Q5g00000ENcKgEAL"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000ENcHDEA1"
    },
    "Id": "00Q5g00000ENcHDEA1"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000ENXzXEAX"
    },
    "Id": "00Q5g00000ENXzXEAX"
    }
    ] }

    • subDomainService – A bot action service to fetch subdomain in an external integration. Click the Plus icon to expand to view the subDomainService bot action component properties.
    • searchLeadsMessage – A message node with script to display responses for various scenarios. 
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task
  5. Follow the prompts in the VA console to view all leads as shown below:

Create an Opportunity

Steps to create a new opportunity in Salesforce CRM:

  1. Refer to the Installing the Salesforce CRM Action Templates section to install this template.
  2. The Create Opportunity dialog task is added for the Salesforce CRM with the following components:
    • Create Opportunity : A user intent to create an opportunity.
    • Opportunity Name, Closed Date, and Stage of Opportunity– Entity nodes for gathering the required opportunity details.
    • CreateOpportunityService – A bot action script to create an opportunity in an external integration. Click the Plus icon to expand to view the createOpportunityService bot action component properties.
    • In the Component Properties window, click the Edit Request link to edit the request parameters as shown below:

    Sample Request:

    {
    "attributes": {
    "type": "Opportunity"
    },

    “Name”: “Project Charlie”,
    “CloseDate”: “2022-08-31”,
    “StageName”: “Prospecting”
    }

    To add one or more responses scroll down and click the +Add Response button:

    Sample Response:

    {
    "id": "0065g00000O4bgDAAR",
    "success": true,
    "errors": [] }

    • subDomainService – A bot action service to add subdomain in an external integration. Click the Plus icon to expand to view the subDomainService bot action component properties.
    •  createOpportunityMessage – A message node with script to display responses for various scenarios. 
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task
  5. Follow the prompts in the VA console to create a lead as shown below:
  6. Enter all opportunity details when prompted by the VA.
  7. The new opportunity is created in Salesforce CRM. Click the Chevron icon to expand the new opportunity.
  8. Click the View Opportunity button to view the opportunity details in Salesforce CRM.
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