Issue with Virtual Agent Topic Using NASK Skill – Requires "Virtual Agent Admin" Role for CSM Users

[deepaktomar]

Hi Team,

I am working on a Virtual Agent topic that uses the Now Assist Skill (NASK) in the CSM environment. The skill works as expected when tested by a user with the "Virtual_Agent_Admin" role. However, when I try to use it with a CSM user (such as a consumer or agent), it does not function unless I assign the "Virtual_Agent_Admin" role to that user.

However, when attempting to use the skill with standard CSM users—such as consumers or agents—the functionality fails unless the "Virtual_Agent_Admin" role is explicitly assigned to those users. This behavior is unexpected, as I would assume that the skill should be accessible to CSM users without requiring elevated administrative privileges.

Please suggest  minimal roles and alternative approaches for enabling CSM consumers and agents to execute Now Assist Skill (NASK) without assigning the elevated "Virtual_Agent_Admin" role:

Looking forward to your suggestions or any best practices to resolve this issue securely.

Thanks in advance!

[abirakundu23]

Hi @deepaktomar,
No need to assigned "virtual_Agent_Admin" role for CSM consumer and Agent to execute Now Assist Skill.
You can assign minimal role for consumer (sn_customerservice.consumer)or agent (sn_customerservice.agent).

Please try once and let me know.
Please mark helpful and correct answer if it's worthy for you.

[deepaktomar]

Hi @abirakundu23 ,
Yes, these roles are already given to users and still it is not working.

Regard
Deepak Tomar