Deploying VA With Different Licensing for HR and IT

[MollyMoney]

We are on a mission to centralize our employee support for IT, HR, and Facilities utilizing our ESC as the centralized interface for employees. We'd like to deploy Virtual Agent on the centralized help page, but we have different licensing for HR/ESC (Pro) and IT (Regular) so the VA capabilities will be different for those help areas. Has anyone tried something similar and deployed virtual agent with their ESC Pro license while only having VA lite with their ITSM application? We would love to connect on how it worked out for you, lessons learned, and any advice you have for this approach. 

[Mark Roethof]

Hi there,

If you only have availability of Virtual Agent Lite, then in my opinion just skip Virtual Agent completely. With Virtual Agent Lite, you're stuck with only out-of-the-box topics. That hardly brings any value.

[Alicia Lawver]

Hi Molly, 

You can still use VA for HR conversations since you have HR Pro and you can build custom topics to help with the Standard areas, such as IT. That would help to drive the end-user adoption and provide a unified experience across the topics of HR and IT.  

Alicia