Substitutions

JIRA tenant - koji-sertification.atlassian.net

Jira Admin username - admin@company.com

Jira Admin password - admin_ Pas$w0rd

Customer username - customer@company.com

Customer password - customer_Pas$w0rd

JSDM project name - Certification

FAQ article title – Koji sample article

First authentication

Prerequisites

Login as a Jira Admin to test Jira Service Desk Management instance

URL: koji-sertification.atlassian.net

Username: admin@company.com

Password: admin_ Pas$w0rd

Add Koji application to your instance.

Follow the appropriate instruction here: Installation

Steps

1. Login as a user in a channel.  When you go to the newly installed application, the bot will greet you. Start talking to the bot. When the bot prompts you to log in, enter the following data:

Domain: koji-sertification.atlassian.net

Username: customer@company.com

Password: customer_Pas$w0rd

Expected result

Bot will resume your initial input after successful authentication.

Conversation Scenarios: interactions

“Quick answer”

Prerequisites

As JiraAdmin navigate to Projects -> Certification -> Koji backoffice

Inside Koji backoffice navigate to Koji settings -> Search.

Enable the following parameter:

Steps

1. As a user go to chat, start the new conversation, select “Quick answer” option.

1. On a bot question reply: “Koji sample article”.

Expected result

Bot will show you FAQ article with title “Koji sample article”

“Google support”

Prerequisites

As JiraAdmin navigate to Projects -> Certification -> Koji backoffice

Inside Koji backoffice navigate to Koji settings -> Search.

Enable the following parameter:

Steps

1. As a user go to chat, start the new conversation, select “Google support” option.

1. On a bot question reply: “How can I create Gmail account?”.

Expected result

Bot will show you the article from Google Help center with title “Create a Gmail account - Gmail Help”

“Request management” - menu

Prerequisites

You should pass authentication for the first time with the bot.

First time when you start manage your requests bot may also ask you for a project, so you will need to select one JSDM project from the list bot provides to you.

Steps

1. As a user go to chat, start the new conversation, select “Request management” option.

Expected result

Bot will show you the request management menu. There should be:

·         Project ID – should match the project you’ve selected before

·         Filter by Status (Open by default)

·         Current request type (All by default)

·         List of requests (empty for the new customer)

·         Button “Create new”

·         Switcher Quick status preview/List mode

·         Button Done

“Request management” – create new request

Prerequisites

You should pass authentication for the first time with the bot.

First time when you start managing your requests bot may also ask you for a project, so you will need to select one JSDM project from the list bot provides to you.

Steps

1. As a user go to chat, start the new conversation, select “Request management” option.

1. Press “Create new” button in the menu appeared.

1. Select ticket type from the list and respond to all bot’s questions

Expected result

Bot will send a success message with a link to the ticket. When you follow the link it will open a ticket on the Certification customer portal.

“Request management” – file attachment

Prerequisites

You should pass authentication for the first time with the bot.

First time when you start managing your requests bot may also ask you for a project, so you will need to select one JSDM project from the list bot provides to you.

Steps

1. As a user go to chat, start the new conversation, select “Request management” option.

1. Press “Create new” button in the menu appeared.

1. Select ticket type from the list and respond to all bot’s questions.

1. When bot will ask about request summary you can attach files to your message

Expected result

Bot will send a success message with a link to the ticket. When you follow the link, it will open a ticket on the Certification customer portal. All the attached files will present, as a requests’ comments.

Conversation Scenarios: direct input

Search in the internal knowledge base

Prerequisites

As JiraAdmin navigate to Projects -> Certification -> Koji backoffice

Inside Koji backoffice navigate to Koji settings -> Search.

Enable the following parameter:

Steps

1. As a user go to chat, start the new conversation with “Koji sample article”.

Expected result

Bot will show you FAQ article with title “Koji sample article”

Conversation Scenarios: chat commands

#help

Steps

1. As a user go to chat, start the new conversation with “

#help”.

Expected result

Bot will respond with an instructions and tips of what can you do with the bot

Live Agent Support

No operators available

Steps

1. As a user go to chat, start the new conversation with “

talk to operator”.

Expected result

Bot will reply that no operators are available but you can create a request.