ITSM Pro Assist Series - VA Lab: Get Started

[Trina Marxen]

ITSM Pro Assist Series Attendee Forum

Virtual Agent Lab: Get Started

Please use this space to ask questions and share information related to the VA live Lab: Get Started session in the ITSM Pro Assist Series Virtual Agent Phase, November 9-11, 2021

SESSION RECORDING HERE: https://youtu.be/LN_VDnWYY3A

[Jan Spurlin]

Welcome!

This is the community space for the ITSM Pro workshop on Virtual Agent. When the session begins we will provide a link that allows you to register for a ServiceNow instance. You will use that instance to work the lab for this workshop.

The lab guide is located on our Developer site. You will need to have an account on the Developer site to see the guidebook.  Please take a minute and get an account if you don't have one - here is the URL:

https://developer.servicenow.com/dev.do

After you are signed in then this link will work to see the lab guidebook for this session:

Getting Started with VA Lab Guidebook

If you are attending the other workshop later today, a second instance will be provisioned for that session.

Thanks and I look forward to seeing everyone in the session.

Jan Spurlin

PS - these lab guides were written for an earlier family release than what we will be using. In class I will have a cheatsheet (which I will post here) to explain the differences.

[Kim90]

I had requested an instance from the first session, can I use that instance?

[Jan Spurlin]

Morning Kim.  I am assuming you are referring to the instance you used with the Now Learning on-demand course.  And it would be better if you used the instances that we are going to provide in this session.

If you use the one from the on-demand course you could create records or change things that make the steps in the course not valid.

See you soon,

Jan

[Notorious BFG]

Lab reservation link: https://clabs.link/itsm-nov-534

[Kayla Battistel]

Hi, I am having to install all the plugins as my developer instance doesn't have them. I'm pretty sure you said they were already installed. I thought I was prepared with the links in the beginning so didn't save any of the links from the chat. Now I'm stuck waiting on the plugins to be installed. Where did I go wrong? 

[Aman Singh1]

Hi @Jan Spurlin && @Benjamin Forrest ,

Both the LAB instance are down, working fine yesterday!!

Please assist is possible, I would be able to complete my remaining LAB.

Thanks,

Aman

[Jan Spurlin]

@Aman Singh - the instances we spun up were only good for the day of the event. However, these labs can be executed against a PDI from the developer site. You would need to activate the plugins.

Sorry - I should have emphasized that in our session yesterday.

Jan

[gjz]

Hello - hopefully this is still being monitored.

I'm following the lab guide to set up my company's VA (in Rome) and have a question about configuring the live agent chat.  In the Chat Setup (Conversational Interfaces > Chat Setup), I don't see the field Transfer Message, although the form is configured for it and I can see the No Agents Available Message field.  Would anyone know why it isn't visible?

[gjz]

Does anyone know where the recordings are?  I didn't receive an email with the links, nor are they posted here.

[Notorious BFG]

Hi @gjz if you post the section/step of the lab guide you're currently working through perhaps one of us can help you troubleshoot?  There were a few minor tweaks in Rome that I'll need to make sure I check before offering specific guidance.

Ben

ʕﾉಠᴥಠʔﾉ*:･ﾟ✧.    

[Notorious BFG]

There should have been an email from the events team with links to the recorded sessions - if they're not in your spam folder feel free to hit me up at ben.forrest@servicenow and I'll see if I can get them over to you!

Ben

ʕﾉಠᴥಠʔﾉ*:･ﾟ✧.    

[Notorious BFG]

Hey Aman

Those labs would have spun down but you should be able to perform the configurations in a personal developer instance (PDI) over on https://developer.servicenow.com provided you've installed the "Glide Virtual Agent" plugin via the "Activate Plugin" option of the developer site - 

Ben

ʕﾉಠᴥಠʔﾉ*:･ﾟ✧.    

[gjz]

Ben - I didn't get the link.  I can't check spam, a lot is blocked by our spam filter before it gets to me.  However, the other training events emails are getting through, so if it is sent from there I should get it.  Would you please send me the links?

Thanks!

[gjz]

I have another question - I am customizing and branding the VA for our company but I can't find one of the phrases that is used to customize it.  Would you please point me to where I can find it?  I want to customize the phrase "Hi, I'm your Virtual Agent. Let me know how I can help you today" that occurs when VA is opened or a new conversation is started.

Thanks!

[Trina Marxen]

https://youtu.be/LN_VDnWYY3A