ITSM Virtual Agent: FAQ Answered

[isabellafredian]

Here are some frequently asked questions related to ITSM Virtual Agent, answered by ServiceNow Product Managers. 

If you don't see your question, feel free to let us know and we will work to incorporate more frequently asked questions with our next release. 

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[jaquelinextre]

Hi, I need to create a verification script, so if the user is registered in whatsapp or teams it is verified and which channel he wants to communicate

[Shruti Navalgu2]

I would like to know why the assignment group mentioned in the workflow is not assigned in sctask when raised through virtual agent
Note: The assignment group is assigned through advanced script

[Karunesh Bhalla]

Hi,

Where can we find out if Change Management module can be supported via Virtual Agent?

[asifbm]

For users who uses SSO for connecting to log on to their VDI and also to their ServceNow Instance, and if any users account need to be reset, it has to only be done through Active Directory. In this case what are the alternate ways to enable users to reset their password through the Virtual Agent (VA).
Also, can VA tool be accessed by the users when their user account is locked?

[Suzanne H]

Can News Articles [sn_cd_content_base] be added to the Virtual Agent AI Search Results?

[Snow consultan1]

Hi,

we are trying to integrate ServiceNow virtual agent with Microsoft. wanted to understand the architecture of integration and how the security component works?

what level of security/what layer of security rules works?

how the authentication works?

it would be great if anyone can share architecture and security component of integration