Query regarding the Virtual Agent

[swaghosh]

Need to clarify below 2 queries:
-I wanted to understand if Virtual agent has dependency on knowledge management
- What will be the source of data feeding in the virtual agent

[Anurag Tripathi]

Hi,

I wouldn't call it a dependency , but it needs a source to respond to users , Knowledge & Catalogs are main things it looks at to try and help to users.

You can have VA without knowledge. Technically it can exist and only look at catalogs and connect to live agent.

[swaghosh]

Thanks for the reply. Is the source defined anywhere or is it based on the contextual search(if enabled), it will look for the knowledge articles based on the keywords provided in the prompt by the user.

[Anurag Tripathi]

You can set up search profile

I believe this is only if you are using AI search Create a search profile (servicenow.com)

[swaghosh]

And what do you mean by "You can have VA without knowledge". Do you mean that system is not having any knowledge article and not using knowledge management? In that scenario also we can use VA but in that case, it will refer only to catalog item search. correct me if i am wrong