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Commands and Examples ​

Survey History ​

TIP

  • Survey source is cluster('supportrptwus3prod.westus3.kusto.windows.net').database('KPISupportData').CSATDataVNext
  • Description: Provide customer history experience.
  • Command: <case-id>

WARNING

  • By default, The Bot use a global MSaaS token contributed by an engineer to retrieve customer's email address by case Id, which is a POST-JIT data. However, the engineer is not that powerful to view all cases, e.g. no permission to view email address of a restricted case. In such case, survey via caseId mode will fail. You may see Enable Your Own Authentication to improve this scenario.

command-survey1.png

  • Command 2: <customer's email address>

WARNING

Please note that customer's email address is case sensitve. e.g. abc@microsoft.com and ABC@microsoft.com are considered as two different customers, as this is designed by MSaaS.

command-survey2.png

Case Assignment (Not Real Assignment) ​

  • Description: Virtually assign a case to an engineer (The ownership is not changed, but notification and other related event-based features will be triggered, e.g. Auto Case Record to Excel Sharepoint.).

  • Command: assign <case/collab-id> to <alias>

assignment.png

Check customer's phone number ​

  • Description: Some cases do not contain customer phone numbers, but it may be there in the previous cases, e.g. Sev A cases must have a phone number.

  • Command: phone <case-id>

phone.png

Check history cases ​

  • Description: Check all history cases from the case of the same customer

  • Command: all case id <case-id>

history1.png

  • Command 2: all case id <customer-email-address>

history2.png

Check Holiday Info of the day ​

Note

You need to onboard to feature Global Holiday to set country list for your Team.

  • Description: Returns public holiday information of the day.

  • Command: holiday [date]

holiday.png

Check Shift Status ​

Note

You need to onboard to feature Shift Notification before using this command.

  • Description: Manually check the current shift status. It is obtaining data from EyesOnCalendar real time.

  • Command: shift

phone.png

Check self survey ​

TIP

  • Survey source is cluster('supportrptwus3prod.westus3.kusto.windows.net').database('KPISupportData').CSATDataVNext

  • Description: Manually check the recent survey of yourself.

  • Command: my survey [top <number>] [from <yyyy-MM-dd> to <yyyy-MM-dd>]

phone.png

Update user profile ​

Note

This command can only take effect on personal accounts.

  • Description: Update your personal user profile. Especially useful when you can not receive a proactive message.

  • Command: update

update.png