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Module 14 - Challenge Activities

Challenge 1 - Add a new tool for email notification​

Create a new tool that will be send an email the requestor providing them updates when the indicent is created and when the incident is resolved.

Hints:

  • Leverage existing Logic Apps Connectors such as Outlook.com, Office 365 Outlook or Gmail to simpfly interacting with the email clients
  • Leverage agents parameters when populating the contents of your email
  • Tools include one or actions

Challenge 2 - Make the workflow autonomous​

In this challenge you will modify the workflow to be execute in an autonomous manner.

An autonomous workflow will require the user to provide all parameters in advance and potentially return a response.

Hints:

  • The trigger action When a HTTP request is received will need to accept all inputs that are required for the agent to process the event.
  • The System Instructions will need be refined as there will be no user interaction between the agent and user requesting additional input variables or validation
  • The Complete Workflow action can be used to stop the workflow once have completed closed the ServiceNow indicent and sent out the notification.

Challenge 3 - Updating the Knowledgebase​

When the agent encounters a new scenario not present in the knowledgebase the agent will:

  • Update the knowledgebase with the new scenario
  • Send a notification communication