How to create a case record from virtual agent

[mania]

Hi,

Is it possible to create case record from virtual agent in csm portal (Ex: create incident)?

If yes, can anyone please provide guidence. It will be useful.

I have created a topic called general questions and answers so once we click on yes as per below image it should create case record.

Thanks!

[HIROSHI SATOH · Accepted solution]

You can display it by adding a card in the action.

[mania]

@HIROSHI SATOH 

Thank you so much for your guidence!

Thanks!

[Ramya V]

To create a new topic for case creation in the form of an incident record card in Virtual Agent, follow these steps:

1. Install Plugins: Ensure Glide Virtual Agent and Customer Service Virtual Agent Conversations are installed.

2. Create Topic: In Virtual Agent Designer, create a new topic and include the "Create Case" topic block.The below is the sample for reference.

3.Configure Visibility: In the topic properties, specify roles that can view this topic.

4.Test Topic: Enable Test Active Topics in Virtual Agent, and use “Show me everything” to verify the new topic appears and enable this options on the topic level.

.

This setup allows users to create cases through Virtual Agent, displayed as incident record cards.