Question
NTT Data
US
Last activity: 31 Dec 2018 9:45 EST
Face Book Channel Service Case Creation
I have service case creation issue using Facebook channel , what exactly issue without seeing log files cannot say what exact issue. But no log files available in that scenario what is the answer , it could be
If generally we say if have a problem of creating service case , it could be
In general I know need to check in Response Configuration attached, but where to identify exactly what is the issue[ see the log file] not able to create service case
Is it Response – Create Command Issue
Or
Text Analyzer --- Match , No Match issue?
Or
Mapping Issue – property mapping issue
What is the right answer?
Pegasystems Inc.
PL
Hello, to be honest I don’t understand what is the problem - which version it is?
Do you have the preview console available in channel? Does this case work there?
Please also check the case itself - flow (or parallel flow) should contain only question shapes and should always route to current operator.
There are many possible problems - Please provide more details what scenario doesn’t work, what is expected behavior?
NTT Data
US
This is related exam question , where no log file and no preview console available,
Question is so general can be interpreted multiple ways and answer is only radio button. If you ask users are facing an issue with creating service case [ can be interpreted multiple ways , no inside about an issue, also no log files , also no preview console] I can say Create Command missing or I can say Text Analyzer Match is not exactly getting match because of that not able to create catch or I can say some command words getting matched to no match because of that not able to create a service case , so what to interpret with this so general question which has only one radio button.
Pegasystems Inc.
PL
Is this exam question? OK...then I would try to explain it somehow:
1. Case Type response defined - with proper "Case type" and any "Create case command" - the last one is some kind of keyword which will invoke this command (when using NLP it is mapped to NLP topic) - without it - IT WILL NOT WORK.
2. Text analyzer should be able to match the user's input text to "Create case command" configured in Case Type response config. Default channel configuration uses Exact Match analyzer so it will try to match input text to the "Create case command" - if you have "hello" there, user need to type "hello" and this command -> case will be invoked. Default channel configuration uses also the NLP analysis so you need to define proper key-words (in second tab of Case Type config). Generally you must have Text analyzer defined to invoke any command. By default you have 2 (Exact Match and Pega NLP Generated). Text analyzer is used to map the user's input text to appropriate command, without this configuration you are not able to create case.
3. Property mapping - I'm not sure what does it mean - I can only assume it is third tab of Case Type response configuration where you can map extracted entities to some properties. THIS IS NOT REQUIRED.
Is this exam question? OK...then I would try to explain it somehow:
1. Case Type response defined - with proper "Case type" and any "Create case command" - the last one is some kind of keyword which will invoke this command (when using NLP it is mapped to NLP topic) - without it - IT WILL NOT WORK.
2. Text analyzer should be able to match the user's input text to "Create case command" configured in Case Type response config. Default channel configuration uses Exact Match analyzer so it will try to match input text to the "Create case command" - if you have "hello" there, user need to type "hello" and this command -> case will be invoked. Default channel configuration uses also the NLP analysis so you need to define proper key-words (in second tab of Case Type config). Generally you must have Text analyzer defined to invoke any command. By default you have 2 (Exact Match and Pega NLP Generated). Text analyzer is used to map the user's input text to appropriate command, without this configuration you are not able to create case.
3. Property mapping - I'm not sure what does it mean - I can only assume it is third tab of Case Type response configuration where you can map extracted entities to some properties. THIS IS NOT REQUIRED.
If this is some exam question(what exam?) - With so little details - First and Second answer sounds good, but there's no way to save Case Type response configuration in wrong way. So if there's Case Type response on the list in Channel config page - it means it is correctly configured. If case couldn't be issued using facebook channel this means - text analyzer mapping doesn't work.
I hope it will help.
NTT Data
US
Thank you , This is exam question [LSA ] , I also tried +AddCaseType - has createcommand, text analyzer, mapping properties - it has submit button, if i don't enter create command - value , while click submit not allowing me to submit , but even i don't enter any values in text analyzer- match , no match is allowing me to submit , so there is no way able to save-submit without adding create command- case name- and command name , so then assume command must be there[ since not allowing me to save] , so only text analyzer is did not match causing this service case creation issue- interpreted that way - since even match ,no match ,must match -without any values/blank is allowing me to save/submit.