Article Content

Overview

Portal Agent uses configurable forms to determine which types of data to uncover during a conversation between the Agent and the Submitter. Instead of relying on a traditional data model or a predefined data definition, it draws this understanding directly from the form configuration. 

User Account Requirements

The user must have Administrator permissions to create a configurable form.

Related Information/Setup

Please refer to the Portal Agent Quick Start Guide for further information on configuring Portal Agent. 

Please refer to the Configurable Forms Overview article for further information on creating a new form. 

Navigation

1. From the Home screen, click the Administration icon.

Administration Icon

2. From the Administrator Settings menu, click the Admin Overview link.

Admin Overview Link

3. From the Admin Overview screen, click the Configurable Forms tile in the Views section. 

Configurable Forms Tile

4. Click the Create Configurable Form button.

Create Configurable Form Button

Creating a Portal Agent Form

1. In the Name field, enter a name for the form.

Note: The name of the form will appear to the Submitter during the initial guidance to start the conversation, and within the prompt area (for example, Submission).

Name Field

2. (Optional): Enter a brief description of the form in the Description field.

Description Field

3. Select Standard Form from the Form Type dropdown menu.

Form Type Dropdown

4. Select the Incident object type from the Object Type dropdown menu.

Object Type Dropdown

5. Click the Create button.

Create Button

6. From the Admin: Edit Configurable Form screen, click the Edit icon beside the form name.

Edit Icon

7. Click the Chat Interface For Portal toggle to turn it on.

Chat Interface For Portal Toggle

8. From the Completed Trigger dropdown menu, select the trigger for the Complete path as configured in the Portal Agent workflow.

Completed Trigger Dropdown

9. From the Incomplete Trigger dropdown menu, select the trigger for the Incomplete path as configured in the Portal Agent workflow.

Incomplete Trigger Dropdown

10. From the Configure Landing Page section, under Logo, select one of the following options for a logo for the Portal Agent landing page:
    • Use custom logo: Upload your company's logo to a file storage website, and then paste the public URL into the textbox. Uploaded files are public and should not contain sensitive data. This will be auto-saved.
    • Use organization logo: This will use the logo that has been uploaded in Resolver.

Logo Options

11. In the Introductory Text field, add instructional text for using Portal Agent or a custom disclaimer. This text will appear at the beginning of every submission process to the Submitter.

Introductory Text Field

12. In the form header section, click the Edit Header Section icon.

Edit Header Section Icon

13. From the Edit Form Settings pop-up, under Form Title, select the Custom Name option. Type a custom form title in the Form Title field.

Note: The title of the form will appear to the Submitter as the conversation's starting title, and should describe what the Submitter is intending to do in the conversation (for example, Report an Incident).

Form Title Field

14. Click the Done button.

Done Button

15. Add a card to the form and follow the steps to add elements to the card. This will hold all the fields and relationships that provide the context and flow for the Agent's conversation with the Submitter. Please keep the following in mind when configuring the form:
    • The order of the fields and relationships matter on the form, as this outlines the sequence of the conversation that will take place between the Agent and the Submitter.
    • The number of fields and relationship should not exceed more than 20.
    • Only fields, relationships, and references are used by the Agent. All other elements will be ignored.
    • Please refer to the Adding Context for Portal Agent article for further information on providing clear and detailed context for any fields, relationships, or references added to the form.

16. Each element can be toggled between the following two options:

    • Ask in Chat (Default): The Agent will attempt to explicitly ask for information on this field during the conversation.
    • Extract from Chat: The Agent will attempt to collect the information on this field from the conversation without prompting the Submitter specifically for it.

    Ask in Chat is the default option. To extract an element from the conversation, hover your curser over the element in the canvas and then click the Extract From Chat button.

Extract From Chat Button

Note: If you set all elements to Extract From Chat, a submission will still be created, but the conversation with the Submitter may not provide useful insights. For the most useful data resulting in the best Portal Agent experience, we recommend that at least 50% of the elements are set to Ask in Chat.

17. Configure the search behavior for added relationships and references:

    • From the relationship or reference on the form, click the Edit icon.

      

      Edit Icon

    • (Optional): Turn on the following toggle switches:

      • Enable Search: Turn on the Enable Search toggle switch to allow the Agent to search for existing relationship objects. When this toggle switch is turned on, these additional options will appear:

        

        Enable Search Toggle Switch

        • Include Archived Data in Search Results: Turn on the Include Archived Data in Search Results toggle switch so that the Agent can search for or view archived objects through the form element. 

          

          Include Archived Data in Search Results Toggle Switch

        • Exact Match: Turn on the Exact Match toggle switch so that the keyword the Agent performs the search with has to match exactly, and only returns one result.

          

          Exact Match Toggle Switch

        • Hide Search Result: This controls the behavior of the prompt to the Submitter. For elements with Ask in Chat enabled, the default behavior is to show the search results to the Submitter so they can make a choice. Turn on the Hide Search Result toggle switch to hide the results if they are sensitive in nature, and automatically pick the top result. For elements with the Extract from Chat option enabled, this setting has no affect and is ignored.

          

          Hide Search Result Toggle Switch

      • Enable Create: Turn on the Enable Create toggle switch so that the Agent can create new objects through the relationship.

        

        Enable Create Toggle Switch

        • With the Enable Create option enabled, the Agent can use nested forms to collect additional information if an object is not already captured in Resolver. From the Object Type Forms section, from the dropdown menu, select the form to use to determine which information the Agent should gather. Click the Open Form button to view and edit the nested form. 

          Note: The Enable Create option must be enabled, and the Enable Search option must be disabled, to see the Object Type Forms section and select a nested form.

          

          Object Type Forms Section

      • Click the Close button.

        

        Close Button

      Note: Portal Agent is currently unable to create new relationship data. This capability will be introduced in a future release.

18. (Optional): In a new card, add an Attachment field to allow the Submitter to add an attachment during the conversation with the Agent.

Attachments Field

19. (Optional): In a new card, add the Submitter property to prompt the Submitter at the beginning of the conversation with the Agent regarding confidentiality. Follow the steps to configure the Submitter property.

Submitter Property