420.5.2・Customer Portal and Notifications 12%
Virtual agent
Virtual agent 在 portal、help center、Slack、Teams 先接住 customer 的問題。考你 intent、standard flows、default request type、AI answers 與對話分析。
官方考綱原文（這一節會考的範圍）
- Set the virtual agent default request type.設定 virtual agent 的 default request type
- Create Intents to represent a specific problem, question, or request that the virtual agent can help resolve.建立 intent
- Modify text for Standard flows (Greet, Escalate, Resolve, Match intent, and Auto-close).修改 standard flows 的文字
- Enable Atlassian Intelligence answers to utilize knowledge base articles to generate virtual agent responses.啟用 AI answers
- Analyze the virtual agent's previous conversations.分析過去的對話
3 分鐘速覽
Virtual agent：用 intent 或 AI answers 先幫 customer 解決
- Intent一個特定問題或請求；有 name、display name、training phrases（官方步驟：輸入三個）與 conversation flow。
- AI answers用 generative AI 搜尋連結的知識庫，摘要成回答並附來源文章。
- Default request typeVirtual agent 建 work item 時用；不能藏在 portal 外、不能有必填欄位。
- Standard flowsGreet、Match intent、Resolve（CSAT）、Auto-close（5 分鐘無動作）、Escalate、Offer options。
- Conversations 頁看 Matched／AI answered／Unassisted，Escalated／Resolved／Closed 與 CSAT。
- Intent 不支援 emailIntent 在 email 以外的 customer 管道都能用。
資料來源（6）有疑慮時點開看官方原文
- Create, edit, or delete an intent
Enter (or edit) three Training phrases.
- Create, edit, or delete an intent
Each intent represents a specific problem, question, or request that your virtual service agent can help resolve for your customers, and has a turn-by-turn conversation flow that you design.
- About the virtual service agent
AI answers uses generative artificial intelligence to search across your linked knowledge base spaces, and summarizes that information in response to customer questions.
- Set or change the virtual service agent default request type
The virtual service agent has no way to fill out required fields when creating work items using the default request type.
- About standard flows
This standard flow starts when there has been no activity in the conversation for five minutes.
- Create, edit, or delete an intent
Intents work in all customer-facing channels except for email.
運作方式
一段對話怎麼走
| Intent | AI answers | |
|---|---|---|
| 怎麼回答 | 照你設計的 conversation flow 一步一步走 | AI 摘要知識庫文章 |
| 適合 | 要來回問答、收集資訊、導到正確 request type、執行動作（web request、automation） | 看文章就能解決的問題 |
| 前提 | 建 intent、訓練句、flow | 知識庫要即時正確；AI 要啟用 |
| 控制程度 | 高：每句話都由你決定 | 較低：AI 生成 |
資料來源（5）有疑慮時點開看官方原文
- About the virtual service agent
Depending on how the virtual service agent is configured, their query is answered using AI answers or matched to an intent.
- Use AI answers in the virtual service agent
If no intents match with high confidence, it’ll try to answer the question using AI answers.
- About the virtual service agent
If the customer indicates that they still need help, the virtual service agent asks them to rephrase their question, or offers to create an issue for a human agent to resolve.
- About the virtual service agent
It can also walk customers through controlled, turn-by-turn conversation flows that can gather information, route them to the right request types, or take actions.
- About the virtual service agent
want more control over what the virtual service agent says to your customers
設定
Default request type、intent、standard flows
- 位置Space settings → Channels & self service → Virtual service agent → Manage in Studio。
- Default request typeIdentity → Jira Service Management settings → Default request type。不能藏在 portal（自動建立失敗時會給 customer 表單連結）、不能有必填欄位（virtual agent 填不了）。
- 建 intent（project admin）Intents → Add intent → 選 template 或 Start from scratch → Name、Description、Display name（customer 看得到的選項名稱）→ 3 個 training phrases → 建 conversation flow。建好先在 test mode 測，再對 customer 啟用。
- Conversation flow 步驟傳訊息、問問題、Ask for information、Change request type and fields（覆蓋預設 request type）、Run automation、web request、結束分支。
- Standard flows 文字可改 Greet（留空＝關閉）、Escalate、Offer options（1–3 個選項：Raise a request、See search results、Ask another way）等訊息。
- AI answers在 Studio 啟用 AI answers，讓 virtual agent 用連結的 KB 回答。
| Standard flow | 何時 | 做什麼 |
|---|---|---|
| Greet | Customer 第一句話 | 打招呼；同時比對 intent |
| Match intent | 第一句話 | 確認 intent、列出多個 intent 的 display name、或用 AI answers 回答、或請 customer 換句話說 |
| Resolve（with CSAT） | Customer 說已解決 | 結束並請 customer 打 1–5 分 |
| Auto-close | 5 分鐘沒動作 | 問「還需要幫忙嗎？」；選 No 或再 24 小時沒回 → 依是否曾比對到 intent／AI 答過，記為 Resolved 或 Closed |
| Escalate | 需要人 | 告知已建 request，用 default request type 建 work item |
| Offer options | 連續兩次要求換句話說、AI 回答沒幫到 | 給 1–3 個按鈕選項 |
資料來源（5）有疑慮時點開看官方原文
- Set or change the virtual service agent default request type
If the virtual service agent has problems automatically creating work items, it may send customers a link to the request form for the default request type on your portal.
- Create, edit, or delete an intent
The Display name may appear for customers as an option they can select to start the conversation flow for this intent, so make it short and clear.
- About step types in the virtual service agent flow builder
Use this step type when you want to override the virtual service agent default request type for any work items created after a specific point in a conversation flow.
- About standard flows
You can turn off the greet standard flow by leaving the Message field blank.
- About standard flows
You can choose 1–3 options to offer your customers, with each option appearing as a button
分析
Conversations 頁
| 欄位 | 值 | 意思 |
|---|---|---|
| Action | Matched | 比對到 intent 並經 customer 確認 |
| AI answered | 用 AI answers 回答 | |
| Unassisted | 沒有 intent、沒有 AI 答案 | |
| Resolution | Escalated | 建了 work item |
| Resolved | Customer 確認解決（比對到 intent 或 AI 答過） | |
| Closed | 沒比對到、沒 AI 答案，customer 放著 5 分鐘後表示不需要了 | |
| CSAT | 1–5 | Customer 滿意度 |
- Escalated 多又 Matched → 改善該 intent 的 flow 或 training phrases。
- AI answered 但 CSAT 低或常 escalate → 知識庫過時，更新文章。
- Unassisted 多 → 缺 intent，新增 intent 並用 Change request type 步驟分流。
資料來源（5）有疑慮時點開看官方原文
- Use conversation data to improve your virtual service agent's performance
Matched: The virtual service agent detected an intent with high confidence, asked the customer if the detected intent was correct, and the customer confirmed that it was.
- Use conversation data to improve your virtual service agent's performance
Unassisted: No intents were matched, and no AI answers were provided.
- Use conversation data to improve your virtual service agent's performance
If the wrong intent is being matched, you might want to go and refine your training phrases.
- Use conversation data to improve your virtual service agent's performance
This might indicate that your knowledge base is out of date, and providing wrong (or not enough) information to your customers.
- Use conversation data to improve your virtual service agent's performance
In this case, you might filter your conversations by Unassisted and discover customer queries that may need a new intent to cover them.
易錯觀念
考題愛用的錯誤說法
Virtual agent 的 default request type 可以有必填欄位，virtual agent 會問 customer。
不能有必填欄位；virtual agent 無法填。
Default request type 可以從 portal 隱藏。
不能隱藏：建立失敗時會給 customer 該表單的連結。
Intent 可以用在 email 管道。
Intent 在 email 以外的 customer 管道可用。
要關掉 Greet，得停用 virtual agent。
把 Greet 的 Message 留空就好。
AI answers 不需要知識庫。
AI answers 是摘要連結的知識庫文章。
資料來源（5）有疑慮時點開看官方原文
- Set or change the virtual service agent default request type
The virtual service agent has no way to fill out required fields when creating work items using the default request type.
- Set or change the virtual service agent default request type
A hidden default request type means that this link won’t work, and customers won’t be able to get help.
- Create, edit, or delete an intent
Intents work in all customer-facing channels except for email.
- About standard flows
You can turn off the greet standard flow by leaving the Message field blank.
- About the virtual service agent
The virtual service agent can use generative artificial intelligence to search your linked knowledge base, summarize that information to answer customer questions, and remember context for follow-up questions.
動手做
實作 Lab：教 virtual agent 回答「忘記密碼」
第一次做 Lab？先看 Lab 環境準備：用測試站台、準備測試帳號。畫面名稱可能隨 Atlassian 更新而不同，以下以現行畫面為準。
目標：設定 virtual agent 的 default request type，建一個 intent 並在 test mode 測試，改 standard flow 的文字，最後從 Conversations 頁讀對話結果。
這個 Lab 對應的考點
Default request type 不能從 portal 隱藏、不能有必填欄位；intent＝name、display name、training phrases（官方步驟：輸入三個）與 conversation flow；Greet 的 Message 留空＝關閉；Unassisted 多＝缺 intent；intent 不支援 email。
準備
- Help KB 已連到 HELP（420.6.1），有一篇「如何重設 VPN 密碼」之類的文章（做 AI answers 用）。
步驟
- 你應該看到：Default request type 存成 Get IT help。Lab 借用投影機不適合：virtual agent 沒辦法填必填欄位。
- 你應該看到：進入 conversation flow 編輯畫面。Display name 是 customer 可能看到、可以點選的選項名稱。
- 你應該看到：Intent 建好後自動在 test mode 啟用，還沒對 customer 開放。
- 你應該看到：Virtual agent 先打招呼，接著問你是不是要「重設密碼」，確認後照你設計的 flow 走。
- 你應該看到：這次沒有招呼語，直接比對 intent：Greet 的 Message 留空就是關閉。
- 你應該看到：Virtual agent 用 AI 摘要知識庫內容回答，並列出來源文章。
- 你應該看到：第一段對話的 Action 是 Matched；不相關的那段若沒有 intent、AI 也沒答，就是 Unassisted（放著不管、最後表示不需要時，Resolution 會是 Closed）。
試試看：改一個設定，觀察差異
T1（想像，不實際做）把 Get IT help 從所有 portal group 移除，但仍當 default request type。看結果
官方要求 default request type 不能藏：virtual agent 自動建單失敗時，會給 customer 這個 request type 的表單連結，藏起來連結就失效，customer 求助無門。
T2Cara 寄 email 到 HELP 的 email address，內文寫「我忘記密碼」。看結果
不會跑 Password reset 的 flow：intent 在 email 以外的 customer 管道才能用。
T3在 Conversations 篩選 Unassisted，挑一段對話。看結果
這類問題沒有對應的 intent：新增 intent，並在 flow 用 Change request type and fields 步驟導到正確的 request type。
心像錨點：閉上眼睛想一次這個畫面
Studio 的 test mode：你打「密碼一直登不進去」，virtual agent 回一個「重設密碼」按鈕。預設單不藏、不必填；招、配、結、閒、升、選。
收尾
- Greet 的 Message 改回原本的文字。
- 若不打算繼續用，把 Password reset intent 停用（不必刪除）；AI answers 可保留給 420.6 用。
資料來源（4）有疑慮時點開看官方原文
- Set or change the virtual service agent default request type
Has no required fields. The virtual service agent has no way to fill out required fields when creating work items using the default request type.
- Create, edit, or delete an intent
Once you’ve created your intent and finished building its conversation flow, it’ll automatically be active in test mode and your Slack test channel.
- About standard flows
You can turn off the greet standard flow by leaving the Message field blank.
- Use conversation data
Unassisted: No intents were matched, and no AI answers were provided.
一分鐘腦內整理
讀完了？用這張收攏整節
招、配、結、閒、升、選Greet、Match、Resolve、Auto-close、Escalate、Offer options。
預設單：不藏、不必填
一段對話怎麼走
- 要控制每一句話 → intent；知識庫好就快上線 → AI answers。
Default request type、intent、standard flows
- Default request type：不能隱藏、不能有必填欄位。
- Display name＝customer 看到的 intent 選項。
Conversations 頁
- Unassisted 多＝缺 intent；AI 答了還 escalate＝KB 要更新。
本節練習
做題
題目載入中…
官方來源（本節依據）
本教材為原創整理，非 Atlassian 官方出版品；題目皆為原創，不含第三方題庫題幹。考試沿用 project／issue 等用語，現行 Jira Service Management 已改稱 space／work item；customer 端仍叫 request。