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07-15-2025 03:23 AM - edited 07-15-2025 03:24 AM
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
Solved! Go to Solution.
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07-21-2025 09:22 PM
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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07-15-2025 05:12 AM
aha sorry 😄 I haven't had my lunch yet, so that's why.... 😄
well in that section, check the Natural language understanding part as per my screenshot above, there is Model and Intent to be associated
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07-15-2025 05:36 AM
Oh well when I went to the properties section its not showing any NLU model or intent. Its type is selected as Topic Block can this be a reason?
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07-15-2025 05:39 AM
Yes because of Topic Block you can't see the NLU model and Intent. Create a Topic instead of Topic block type Virtual agent flow.
Thank you.
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07-15-2025 05:50 AM
Hey @Shraddha Kadam "Create case" topic block was installed when I installed the "csm virtual agent converssation". So do I need to create a new topic from scratch and can you tell me how can I reuse the create case topic that was installed in the plugin?
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07-15-2025 06:09 AM
Hello @Prasun Sarkar7 ,
You'll need to create it from scratch; duplicating it will still result in a Topic Block.
Thank you.
