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How to route user's unanswered query to HelpDesk Skill

in Oracle Guided Learning 2 comments

Hi Oracle Team,

We have integrated the extended HelpDesk skill into our custom digital assistant. As per our client’s requirement, we need to ensure that any user query which remains unanswered by the bot is automatically routed to the HelpDesk skill, which should then create a Service Request (SR) on behalf of the user.

Could you please guide us on the best approach to implement this routing mechanism? Specifically:

  1. Is there a recommended way to detect unanswered queries and trigger the HelpDesk skill?
  2. Are there any configuration or design considerations we should be aware of to ensure seamless SR creation?
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