Virtual Agent topic not visible

[Prasun Sarkar7]

After installing the CSM Virtual Agent Conversation plugin I duplicated the create case topic block and it is not visible to end users. I want to make it visble to user having role sn_customerservice.customer and snc_external but whenever I login in the portal the topic is not visible to then I tried adding the roles everything.

Thanks in advance

[Shraddha Kadam]

Hello @Prasun Sarkar7 ,

Did my answer resolve your question?

[Mexiprince]

Hi @Prasun Sarkar7 ,

Update the channel visibility to CSM portal and also check that the topic & topic block visibility is turned on with configuration mapping to topics accordingly.

Check Sujatha V.M post: https://www.servicenow.com/community/developer-forum/in-csm-i-have-published-the-topics-but-still-i-...

[Prasun Sarkar7]

Yes I followed these steps only and created it but now it seems that it is a topic block and now i have a requirement need to make the topic available for end users also with role snc_external or sn_customerservice.customer  but when i added the roles in the topic record in the sys_cs_topic table its still not showing up to the end users

[Mexiprince]

@Prasun Sarkar7 . Topic Blocks are called up after a set of Topics have run their course and their is no solution. So check the Topics that are mapped and make these available to your end users. 

However if your wanting to build a Custom Topic then review the baseline(OOTB) configurations for Topics: This can be useful especially SubmitRequest make a copy/duplicate and modify same to meet your requirement.

• CheckCaseStatus
• GetHelp
• GetHelpWithProduct
• GetHelpWithOrder
• SubmitRequest

https://www.servicenow.com/docs/bundle/vancouver-customer-service-management/page/product/customer-s...

[Prasun Sarkar7 · Accepted solution]

Create Case Topic block was installed OOTB with the Customer Service Virtual Agent conversation plugin and the topic block needed to be reused in a Topic. So I created a topic called "Create a Case" and in that I reused the Topic Block and added the required Roles in the properties section who can access the Topic via Virtual Agent.