Virtual Agent topic not visible

Prasun Sarkar7 · ‎07-15-2025

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

Prasun Sarkar7 · ‎07-21-2025

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.

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GlideFather · ‎07-15-2025

@Prasun Sarkar7
Have you associated it with your NLU model?

Go to Virtual Agent > Designer > (select your Topic) > Properties >> scroll down

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Prasun Sarkar7 · ‎07-15-2025

This is the ss

GlideFather · ‎07-15-2025

@Prasun Sarkar7
What do you mean ss - self service? I don't follow...

Anyways, go to Designer, click properties:

and check this:

Eventually go to NLU Workbench, select your model and try to test it, there is "test" button for it..

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Prasun Sarkar7 · ‎07-15-2025

I am sorry for the abbrievation ss meaning screenshot. I have attached the screenshot of the properties tab