Get Started with the Case Management Enhanced Bot Templates

Use the enhanced Industry Case Management Bot template or Case Management Lite Bot template to build an enhanced bot that allows users to report and track issues. You can deploy a bot template through a guided setup. You can customize the bot’s name, language, and Omni-Channel flow. The guided setup adds out-of-the-box dialogs that are crucial to creating a complete bot, such as transferring to an agent or gracefully handling the end of a conversation.

The enhanced bot templates are designed to get you up and running with a case management enhanced bot as quickly as possible. The bot templates are preloaded with intent data. You can add new intent data according to your business needs. After you create the bot through the guided setup, you’re dropped into the Bot Builder, where you can customize your preconfigured bot.

The bot templates show these options:

• Two static use cases: reporting an issue and viewing recent cases
• Three recently created or modified cases within the past six months

Each option directs users down different paths in the bot depending on what they select. In addition, the templates cover these common use cases for your users:

• Viewing and adding case comments
• Viewing the summary of a case
• Viewing a different case
• Closing a case
• Transferring to an agent
• Ending the chat

At the start of a chat session, an engagement attendee record is created in the Engagement Attendee object to store information about the user. See Engagement Attendee. When a user performs the use cases supported by the enhanced Industry Case Management Bot template, engagement topic records are created in the Engagement Topic object. A topic stores details about a user's interaction with the bot. See Engagement Topic. You can’t use the enhanced Case Management Lite Bot template to create engagement topic records.

The enhanced bot templates also include prebuilt flows that create, update, and look up Salesforce records. For example, the Report an Issue dialog skill includes a flow to create a case.

For more information about creating a bot by using the enhanced bot templates, see Create a Bot from the Industry Case Management Enhanced Bot Template.

• Create a Bot from an Enhanced Case Management Bot Template
  Create an enhanced case management bot to capture, track, and resolve customer- and prospect issues or enquiries.