Creating Questions and Answers in Case Base

Questions are used by the Virtual Assistant to determine the customer’s intent via the Virtual Assistant. You can create questions in the Case Base by navigating to the desired cluster and selecting it.

The Google Business Messaging channel supports a maximum of 25-character answers and 13 answers per question. 

To create a new question: 

  1. From the Navigation Menu, browse to Authoring > Case Bases.

  2. On the Case Base page, select Case_Base_Name > Root Cluster.

  3. In the Root Cluster pane, select the Questions tab.

  4. Click the New  button.

  5. In the Create Question pane, on the General tab, provide the following details:

    • Name: Type a name for the question. This is the required information.

    • Text Of Question: Type the question. This is the required information.

    • Type: From the dropdown list, select List.

    • Visible: Yes

    • Format: Radio button

  6. Click the Save button.

Confirmation Questions

Confirmation questions are used to determine a customer’s intent with certainty when the Virtual Assistant is trying to determine what the customer wants to do. Confirmation questions can often take the form of a prompt where the customer is presented with an action that the Virtual Assistant can perform. This often takes the form of a Yes/ No question.

A Yes answer means the Virtual Assistant can immediately begin directing the customer toward the solution connected with that action. A No answer lets the Virtual Assistant know that it should present another option in the form of an additional confirmation question.

Creating Answers

Answers present the customer with various options in response to questions being asked by the Virtual Assistant. Answers can either lead directly to solution articles or other clarifying questions, depending on the situation. Answers that have been created and saved are available to be selected for other questions as well. 

To create an answer: 

  1. In the Navigation Menu, browse to Authoring > Case Bases.

  2. On the Case Base page, select Case_Base_Name > Root Cluster.

  3. In the Root Cluster pane, select the Questions tab.

  4. Click the New  button.

  5. In the Create Question pane, on the General tab, navigate to the Answers section and provide the following details:

    • To use an existing answer set, select the Use the answers in this answer set option and click the Browse button. From the Select Answer Set window that appears, select an answer set.

    • To create answers, select the Use the answers below option and click the Add Answer button. In the New Answer window, type the answer you want to add and click Done. Add multiple answers by pressing the Enter key after every answer.

  6. Click the Save button.

Related Topics

  1. Planning the Case Base