Virtual Agent Configuration- CSP Portal

[supriya pratapa]

Hi, I am working on csp portal(OOB) and would like to understand how and where these buttons (Product Issue, Billing Issue etc..)  are configured. Do they fall under topics?

[Dr Atul G- LNG]

Hi @supriya pratapa 

These are VA (Virtual Agent) topics, and they’re defined within the VA itself. You need to go to the Virtual Agent, open the Greetings or relevant VA topics, and you’ll find all these questions there. It’s available out of the box (OOTB), so you just need to review them — no additional configuration is required.

[supriya pratapa]

Hi Atul, I don't see them under greetings or topics in VA.

[Dr Atul G- LNG]

Hi @supriya pratapa 

I don’t have the CSM setup in my PDI; it’s only available in VA. It’s something that comes from the VA topics. We might need to dig a bit more to understand it fully. We implemented the same for my customer for ITSM. You can go to the VA Designer, and there you need to either view or search for this message within the topics.

https://www.servicenow.com/docs/bundle/zurich-customer-service-management/page/product/customer-serv...