Clarity Service Management

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Do we have something in chatbot in SDM?

  • 1.  Do we have something in chatbot in SDM?

    Posted 03-21-2019 03:07 PM

    We are moving forward in the company and we need this feature. Is anyone already using it? Thanks



  • 2.  Re: Do we have something in chatbot in SDM?

    Posted 03-21-2019 03:38 PM

    Out of box, I don't think there is a chatbot feature in SDM.

    It is a good feature to have so maybe adding an idea?

    The only thing I can think about is using web service to communicate to some third party chatbotble app. A long shot.



  • 3.  Re: Do we have something in chatbot in SDM?

    Posted 03-22-2019 01:22 AM

    No Chat-bot.


    But there is "Chat" within the Support Automation component.

     

    And Knowledge for Knowledge Documents.

     

    As Chi says, this sounds like an enhancement request - you may log an "Idea" at the top right of this site.

     

    Maybe better for you would be to consider a third party solution. I typed in "Add chat bot to website" into an internet search, and there seem to be products out there. 

     

    You could point it at the CA SDM knowledge documents.  Or maybe at a Summary/Resolution field if it you're sure it had sanitised data.

     

    I'm not clued into this technology, but I'm guessing that you'd need a fairly large and accurate data store in order to get best use out of it.  It surely can't be as simple as "Install chat bot. Go!"

     

    Kyle_R.



  • 4.  Re: Do we have something in chatbot in SDM?

    Posted 03-22-2019 06:34 AM

    Is this not included r17.2 within the 'Service Point' feature? I see it has Smart Search:

     

    Manage Smart Search - CA Service Management - 17.2 - CA Technologies Documentation 



  • 5.  Re: Do we have something in chatbot in SDM?

    Posted 03-25-2019 02:48 AM

    Good call to check our new features!

     

    I don't think it is a "Chat bot" in the sense that the OP meant it. Probably some of the other answers are closer to that intent.


    But without further details from them, it is hard to say. 

     

    Still, a great reference to bring up though, as it may meet some core requirements.

     

    Kyle_R.



  • 6.  Re: Do we have something in chatbot in SDM?

    Posted 03-25-2019 07:56 AM

    Thanks Kyle. Entering the Lab right now. Time to study if what you have meets. I will do this before suggesting the Idea.



  • 7.  Re: Do we have something in chatbot in SDM?

    Posted 03-25-2019 07:55 AM

    Thank you Mathato. I remembered that too. I'm going back to the Labs to check.



  • 8.  Re: Do we have something in chatbot in SDM?

    Posted 03-25-2019 07:54 AM

    Thanks Kyle. The customer questioned why there is no such SDM recession. A third-party solution for the client will be difficult to execute as it is a financial institution and have security issues involved, taking a lot of time to approve.



  • 9.  Re: Do we have something in chatbot in SDM?

    Posted 03-25-2019 07:51 AM

    Thank you Chen.



  • 10.  Re: Do we have something in chatbot in SDM?

    Posted 03-22-2019 08:32 AM

    Try use RockeChat!

    Regards.



  • 11.  Re: Do we have something in chatbot in SDM?

    Posted 03-25-2019 07:57 AM

    Grande Daniel. Obrigado amigo. Vou verificar.



  • 12.  Re: Do we have something in chatbot in SDM?

    Posted 03-22-2019 10:47 PM

    Dale Clark (CA veteran) is working with a team building a chat bot that can integrate with CA ITSM. You can reach out to him on LinkedIn.

     

    Edit: I can’t seem to post a link from my phone..



  • 13.  Re: Do we have something in chatbot in SDM?

    Posted 03-25-2019 07:58 AM

    Thank you Bruneau. I'll save that name.