Build a bot hands on snowforce19
- 2. Hands-On Track Building Chatbots Bryan Wise bwise@salesforce.com
- 3. Agenda • Prework items • Community, Live Agent, Permissions, Package • Build Bot • 3 dialogs with data interactions • Train the bot • Test the bot • Deployment • Debugging, Model Improvements • Community Deployment
- 4. Developer Org & download • Get an Org: https://developer.salesforce.com/signup • Username: yourname@snowforce.demo • Email: real email you can get access to • Download CSV and save to your downloads folder • https://sfdc.co/SnowCSV
- 6. Setup – enable communities • Setup-> Communities->Communities Settings • Use unique, throwaway name for your community domain Example: <yourname>-snowforce 1 2
- 7. Create Community • Setup -> Communities -> All Communities: New Community • Use Customer Service Template • Give it a name and hit create 1
- 8. Activate and Publish & Copy URL • Community Workspaces -> Administration • Settings: Activate Community • Copy URL • Community Builder • Publish 1 2 3 4
- 9. Live Agent Setup • Service Setup • Recommend Setup -> View All • Live Agent Setup 1 2 3
- 10. Live Agent setup wizard • Name queue, agent group, Add yourself • Paste the URL you copied earlier • Select Service chat type 1 2 3
- 11. Enable Bots! • Just turn it on for now • We’ll be back soon!
- 12. Permissions • Bot needs permission to access data • Case Object: view all, modify all • Field: Edit on key case fields 1 2 3
- 13. Install Package • https://sfdc.co/SnowPackage • Installs 3 flows
- 14. Enable Einstein Bots • Setup -> Service Cloud Einstein -> Einstein Bots • Enable Logs and Options Menu • Create New Bot 1 2
- 15. Bot Setup Wizard • Name, Description • Greeting • Menu Items 1 2 3
- 16. Add a Channel • Bot Builder -> Overview • Channels: Add 1 2 3
- 17. Testing your bot • Bot Builder -> Dialogs • Activate, Preview, Submit • Pre-Chat Form 1 2 3
- 18. Contact & Case • Notice that a contact and case were created automatically
- 19. Action: Flow – Get Contact By Id 1 2 3 4
- 20. Message, Next Step 1 2 • Add a message • Reference Variables using {!VariableName} format • Set Next Step to go back to the main menu
- 21. Test your bot 1 2
- 22. Action: Question • Question can have embedded action • Use Variable to store answer to the question • Note the variable type: Object 1 2 3
- 23. Question with Embedded Action • Dynamic menu based on the data returned as output from action • CaseNumber and Subject are fields returned within the object that was returned • Examine the flow to see the fields returned 1 2 3
- 24. Recap, Message and Next Step 1 2 • Action returned a list of cases • List of cases displayed as question • User selects specific case, stored in variable • Variable format: {!ObjectName.FieldName} • Next Step: Main Menu
- 25. Test Bot 1 2
- 26. Update Case • Clear variable • Ask “which case” just like before (not pictured) • Ask 2nd question to get case update and store in text variable 1 2 3
- 27. Action: Flow – Log Call on Case • Call flow to log a call on the case • Message • Next Step: Main Menu1 2
- 28. Test Bot 1 2 3
- 29. Create Einstein Intent Set • Create Intent Set: CaseIntents • 2 Intents: • API Name: Main_Menu • API Name: Check_Case_Status • Make sure items in bold match exactly 1 2 3 4
- 30. Load CSV: https://workbench.developerforce.com • Using CSV downloaded earlier, load training data • (this is why things had to match exactly) 1 2 3 4 5
- 31. Add Intent Set • Verify they loaded • On Main Menu dialog: • Enable Dialog Intent • Add Intent 1 2 3
- 32. Add Intent Set • On Check on Cases Dialog • Enable Dialog Intent • Add Intent 1
- 34. Verify 1 2 3 4 • Type in something similar to • I want to check on my case • Main Menu Please
- 35. Debugging • Use Performance -> Event Logs to debug
- 36. Optimize NLP
- 37. Deploy to community • Open Community Builder • Add Snap-in Chat Lightning Component to the page footer 1 2
- 38. Fix CSP Security Error 1 2 3
- 39. Resources • Slides: https://sfdc.co/SnowSlides • Developer Org: https://developer.salesforce.com/signup • Flows Package: https://sfdc.co/SnowPackage • Intent Training Data: https://sfdc.co/SnowCSV • Trailmix: https://trailhead.salesforce.com/users/bryanwise/trailmixes/snowforce-bots