SMAX portal - customise standard text

Idea ID 1793332

SMAX portal - customise standard text

We would like the ability to change the text presented to the customer when using the virtual agent. 

The most important change we would like is to change the 'Post' button to 'Next'. Frequently our customers believe they've logged a request by clicking 'Post'. 'Next' would indicate there are further steps to be completed.

We often find that customers get confused or lost when using the agent and don't see the option to create a standard support request when none of the suggestions are useful. Having the ability to change the font size would help make it more prominent.

Ideally we would be able to amend each area of text that appears during the process to log a request so that we could tailor the guidance and greeting style for our customer base. 

Portal changes.png

 

6 Comments
Micro Focus Frequent Contributor
Micro Focus Frequent Contributor
Status changed to: Waiting for Votes

Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be further reviewed by the product team.

Super Contributor.
Super Contributor.

Couldn't agree more, we in particular hit the same problem with the "Post" button making our users think they have submitted a request when they haven't.

Acclaimed Contributor.. Acclaimed Contributor..
Acclaimed Contributor..

Hope Max is more customizable than the virtual agent.... 

Micro Focus Expert
Micro Focus Expert

We need to be able to update the way Max is introducing the Virtual agent : "Hi I am "

and others transition sentences.

Micro Focus Expert
Micro Focus Expert

Great idea @ShelleyA, I think this is a feature that would improve drastically the SMA offering related to Virtual Agent. I'm thinking the solution could be similar to the one in Service Manager Collaboration, however, since that is not supported in the new Portal, some features has to be added in the SMA portal.

Please check the following link to have a better understanding:

https://docs.microfocus.com/itom/Service_Manager:9.63/SetupChatVA#Use_AIML_with_virtual_agent

The use of AIML templates will allow to administrators to tailor the responses the Virtaul Agent shows to the end-user.

Please @Steve Anderson SMA-X take into account this piece of functionality available in Classic Service Manager and lacks in the SMA suite.

 

Micro Focus Expert
Micro Focus Expert

Update: This is currently available in SMAX as the Smart virtual agent Settings, as shown in the next URL:

https://docs.microfocus.com/itom/SMAX:2019.08/VASettings

Some kind of solution like the referred above should be available to SMA-SM.

 

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