virtual agent for itsm and hr?

[Liyakhat2]

we have implemented virtual agent for itsm and we are planning to do it for hr onboarding

can we have different branding for two personas?

currently we have one branding for bot when i click on virtual agent its redirecting to same branding?

[Liyakhat2]

Here we have single portal ,i am new to VA the topics of HR and IT are combined

can you please tell me steps to implement this 

we have both HR and IT VA on same portal and we want different flow for both

[Liyakhat2]

Or are you using a (legacy) Service Portal widget (maybe embedded in a header or footer) and not Service Portal Agent Chat configuration

i have embedded in portal footer and its showing same chat icon and configuration on onboarding page as well

[Mark Roethof]

If embedded to a widget header/footer, than most lickely you did this with a small bit of HTML code?

For example:

<widget id="sn-va-sp-widget"></widget>

Is that correct? If so, you can expand this so it uses a specific branding record:

<widget id="sn-va-sp-widget" options='{"va_url_params":"&sysparm_branding_key=id_of_your_branding_record"}'></widget>

Ofcourse you would need to apply a different header/footer to both portals.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

---

LinkedIn
Community article, blog, video list

[Liyakhat2]

Hi Mark,

Thanks for guiding on this,how can he handle this if we are ussing one portal for both hr and it.

[Mark Roethof]

That was my initial question?!

So what are you using, 1 portal or 2? You responded with 2?

Anyway, if 1 portal... it starts with your logic. What is your expectation exactly? How are users then using your portal, your virtual agent? How do you know, if it should be the Virtual Agent client for HR or the one for not-HR? What is the logic there, for example based on roles?

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

---

LinkedIn
Community article, blog, video list