Sage CRM 2024 R2: Getting the best out of Sage CRM Ally (beta)

3 minute read time.

Sage CRM Ally (beta) is a chatbot initially introduced within the Help Centre and integrated into Sage CRM 2024 R1. While it was generally well-received, we encountered some technical challenges that prompted us to temporarily withdraw Sage CRM Ally (beta) from Sage CRM 2024 R1 and the Help Centre. Sage activated the chatbot in Sage CRM 2024 R2 and customers using Sage CRM 2024 R1 will also see the chatbot reactivated in their user interface.

Sage CRM Ally has been trained on the Release Notes, User Guide, System Administration Guide and Developer Guide for the different supported versions of Sage CRM. Some important differences exist between the versions. These documents are in English but the Chatbot can work in French, German, Spanish and English.

The chatbot has been told to stay in character, not tell jokes, address topics outside its training etc.

When interacting with a chatbot it's important to be as precise as you can be in your queries. Here are some tips to maximize the quality of responses from Sage CRM Ally (beta):

1. Don't treat Sage CRM Ally (beta) like a search engine.

Sage CRM Ally (beta) is designed to interpret context better than a search engine. Full questions help the chatbot understand exactly what you're asking and provide more tailored and relevant responses. Keywords alone can be vague, especially when multiple concepts or features may share similar terms.

For example, if you ask "How do I reset the password for Sage CRM 2023 R1?" instead of just typing "password reset," Sage CRM Ally (beta) can better match your question to specific instructions in the right version.

2. Be specific about the version

Since Sage CRM Ally (beta) covers different versions of the product, specify the version you're asking about. For example: "What is the process for importing data in Sage CRM 2024 R2?"

3. Use terminology from the documentation

Stick to the technical terminology you know is used in the release notes, user guide, system administration guide, or developer guide. This ensures the Sage CRM Ally (beta) can relate your query to its training data. Example: "How do I configure workflow for orders in Sage CRM 2024 R2?"

4. Mention the document if relevant

If your question relates to a particular aspect (like system administration vs development), mention the relevant document.
Example: "What does the System Administration Guide say about field-level security?"

5. Avoid open-ended or out-of-scope questions

Since the chatbot is limited to the documents it was trained on, avoid asking questions outside that scope (like asking for opinions or general tech advice). Focus on clear, technical questions about the software.  Example: "Is HTTPS recommended for REST transactions in Sage CRM 2024 R1?"

6. Frame questions to stay Within its scope

Avoid asking for explanations that could require going beyond its knowledge. Frame questions narrowly to encourage the chatbot to pull directly from its training.  Example: "Can you list the new features introduced in the Release Notes for Sage CRM 2024 R2?" instead of "What are the best new features in the latest version?"

7. Specify the language

If you'd like the chatbot to respond in a specific language, explicitly request that in your query.
Example: "Expliquez comment activer le workflow sur les devis et les commandes dans Sage CRM 2024 R2, en français." (Explain how to enable workflow on quotes and orders in Sage CRM 2024 R2, in French.)

8. Ask step-by-step process questions

If you need to understand a process or a set of instructions, break your question down to request step-by-step guidance.  Example: "What are the steps to create an integration with Mailchimp in Sage CRM 2024 R2?"

By focusing your questions within Sage CRM Ally (beta)'s domain of knowledge and being as specific as possible, you’ll get more accurate and useful responses.