As part of ongoing support, development, and enhancements to the Moveworks platform, Moveworks may provide a separate sandbox instance of the Moveworks Chatbot that connects to the ServiceNow sub-prod instance(s). On the Moveworks backend, this is an entirely separate instance of Moveworks, which can connect to non-prod/QA systems. This sandbox will be used to test certain enhancements, features, and/or integrations in customer sub-prod environments (dev, test, qa) before they are activated in production Moveworks Chatbot. Since this sandbox is an entirely separate instance of Moveworks, it is subject to the data separation restrictions, and will not be an exact clone of your organization’s production environment.

Due to the separation of backend data and probabilistic nature of Machine Learning, there will be some limitations with the Sandbox environment, and certain skills will not be replicable in an exact 1:1 manner in the Sandbox environment. This document outlines:

1. Expected behavior of the Sandbox environment
2. Which systems the Sandbox environment is connected to

What skills will work the same in Sandbox?

• Ticketing Operations: Check Status, Create Ticket, Update Ticket, and Resolve Ticket
• ServiceNow Approvals Notifications
• Ticket Update Notifications & Ticket Nudge
• Form Filling
• Live Agent Handoff
• Software Self-Service Instructions

📘

Note: This may vary depending on the other skills activated in your organization.

What skills will work differently in Sandbox?

• Form Finding & Filling
• Answers
• Creator Studio Use Cases

📘

Note: The skills above will function, however search ranking and triggering may be different.

Known Limitations

• Search Based Skills: Form Finding & Knowledge Base Search will not perform in the same way as the production environment.
  • Due to the probabilistic nature of machine learning and Moveworks’ dedicated indexing architecture, it should not be expected to replicate the same search functionality observed in production in a sandbox environment. The same user utterance may return different results or results with a different ranking in each environment. Therefore when testing these search-based skills, it is recommended to use the Production bot.
• Creator Studio: Similar to search base skills, the triggering for Creator Studio use cases that leverage machine learning such as (Queries and Paths) will not trigger in the exact same manner as the use cases in production.
• Syncing Configurations or Use cases: Currently the Moveworks sandbox behaves as an entirely separate tenant. This means that any use cases or configurations will need to be manually recreated in the production environment.
• Bot Access: The sandbox bot will only be enabled for a subset of users (core project team).
• Analytics: Moveworks will not have the analytics module enabled for the sandbox environment.

Support SLA

Due to the testing nature of the sandbox environment, Moveworks will not hold the same SLA standard for issues or requests related to the sandbox environment. Since the sandbox environment is not a 1:1 clone, it is entirely possible that issues may arise in the Sandbox bot that do not surface in the production environment.