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We wanted to enable Chatbot UI as default. but the users seems to find it difficult to understand the separation between service request and Incident. Also the bot wont search on incident categories, which is disappointing.

Actually, in the bot, it doesn't require a selection in the first place. What ever user types it should say "I have found 1 service category item , 10 incident categories and 20 documents on this particular (keyword) regards. with buttons for the user to select. Coz usually users doesn't know if the request falls in Service request or incident. Also it would be great to provide additional columns to add keywords for Incident and service request and then bit can use these keywords too.

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