This article provides below link to the detailed implementation guide for the Issue Auto Resolution (“IAR”) for ITSM Virtual Agent feature of the NOW Intelligence platform:
(site login required for access)
The implementation guide can serve as a valuable resource for anyone trying to implement IAR for ITSM VA. In addition to detailed information on what IAR for ITSM VA is and how customers can implement it, the guide also covers some key best practices and in depth tuning and troubleshooting tips related to the solution.
NOTE: All references to IAR in the document refer to IAR for ITSM Virtual Agent solution. In the Tokyo release, IAR for HR was also introduced, which is an entirely different solution and is not part of this implementation document. More information on IAR for HR can be found on this official ServiceNow documentation website..
