Data Stores

The app uses the following data stores:

1. Azure Storage Account

   • [Table] Storage for bot related configurations (welcome message, KbId, TeamId, and static tab text).
   • [Table] For tracking all of the requests and the necessary actions that impact a request - i.e. request is assigned to an expert.
   • [Table] For maintaining card conversation state which is used to refresh cards when edited or deleted.
   • [Blob] Storage for knowledge base QnA pairs with metadata information in JSON format.

2. Azure Search service list item index, created and maintained by the Question Answering cognitive service.

All these resources are created in your Azure subscription. None are hosted directly by Microsoft.

Storage account

ConfigurationInfo Table

The ConfigurationInfo table stores data about the necessary configurations that are required for the bot. Each row in the table has the following columns:

Attribute	Comment
KnowledgeBaseId	This is the Project name for which the bot can return answers from the Question Answering service.
MSTeamId	The team Id which the bot can be able to post messages whenever the end-user asks for an expert's assistance with a query.
StaticTabText	The static tab text, would be the standard text that is displayed in the help tab which will be installed along with the bot in a personal scope. The static tab text will be configured by the configurator application, and is publically accessible with no authentication.
WelcomeMessage	The welcome message is a configurable text that the bot would send to the end-user the very first time that end-user installs the bot in a personal scope.
LastModifiedByUPN	The user principal name (UPN) of the Admin who modified the setting.
LastModifiedByObjectId	The Azure Active Directory Object Id of the Admin who modified the setting.
LastModifiedOn	The date/time on which the Admin modified the setting.

TicketInfo Table

The TicketInfo table stores data about tickets (or requests) that are posted to the expert team by the bot on behalf of end-user. Each row in the table has the following columns:

Attribute	Comment
TicketId	The ticket ID.
Status	An integer value.
Title	The title provided by the end-user.
DateCreated	The date when a new ticket is created.
Description	The description text that is written by the end-user.
RequesterName	The name of the end-user when a new ticket is created.
RequesterUserPrincipalName	The email address of the end-user.
RequesterGivenName	The first name of the end-user
RequesterConversationId	The conversationId of the 1:1 chat between the end-user and the FAQPlus bot.
SmeCardActivityId	The activityId when the new ticket adaptive card is posted in the General channel of the experts team.
SmeThreadConversationId	The conversationId in the experts team General channel at the time a new ticket is created.
DateAssigned	The date when a expert self-assigns a ticket.
AssignedToName	The name of the expert who self-assigns a ticket.
AssignedToObjectId	The AAD Object ID of the expert who self-assigns a ticket.
DateClosed	The date when a ticket is updated to the closed status.
LastModifiedByName	The name of the expert who recently updated the ticket.
LastModifiedByObjectId	The AAD Object ID of the expert who recently updated the ticket.
LastModifiedOn	The date/time on which the expert has updated the ticket.
UserQuestion	The original question that has been asked by the end-user.
KbEntryAnswer	The answer that is stored in the knowledge base.

ActivityEntity Table

The ActivityEntity table is used to maintain card state which is further used to refresh cards when edited or deleted. Each row in the table has the following columns:

Attribute	Comment
TimeStamp	The date and time when the card gets posted.
ActivityID	The ID of the card that gets posted in the channel when the question is added for the first time.

Blob Storage

The Blob Storage stores knowledge base with QnA and metadata in JSON format. The same JSON is used by messaging extension search results for knowledge base tab.

[ 
   { 
      "id":"<<Id of QnA pair generated by knowledge base.>>",
      "answer":"<<Answer text added/updated by user.>>",
      "source":"Bot",
      "questions":[ 
         "<<Question text added/updated by user.>>"
      ],
      "metadata": { 
            "createdby""<<AAD Object Id>>",
            "conversationid""<<Conversation Id>>",
            "updatedby""<<AAD Object Id>>",
         },
      "createddate":"<<Question creation date.>>",
      "updateddate":"<<Question or answer updation date.>>"
   }
]