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‎04-28-2020 02:53 AM
What is the difference between virtual agent and ITSM virtual agent and how to activate virtual agent in the instance?
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‎04-28-2020 03:09 AM
Hi Harish,
ServiceNow® Virtual Agent is a platform for providing user assistance through conversations within a messaging interface. Use ServiceNow® Virtual Agent to design and build automated conversations that help your users quickly obtain information, make decisions, and perform common work tasks.
The only difference is that when you activate ITSM virtual agent it will include predefined conversations designed to help both your IT fulfillment professionals and users complete common tasks, such as resolve an incident, reset a password, and create an incident. Please be aware ITSM virtual agent still has a prerequisite plugin dependency on Virtual agent.
To activate the plugin:
- Pradeep Sharma
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‎04-28-2020 03:09 AM
Hi Harish,
ServiceNow® Virtual Agent is a platform for providing user assistance through conversations within a messaging interface. Use ServiceNow® Virtual Agent to design and build automated conversations that help your users quickly obtain information, make decisions, and perform common work tasks.
The only difference is that when you activate ITSM virtual agent it will include predefined conversations designed to help both your IT fulfillment professionals and users complete common tasks, such as resolve an incident, reset a password, and create an incident. Please be aware ITSM virtual agent still has a prerequisite plugin dependency on Virtual agent.
To activate the plugin:
- Pradeep Sharma
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎04-28-2020 04:24 AM
Hi,
Virtual Agent is a platform for providing user assistance through conversations within a messaging interface. Use Virtual Agent to design and build automated conversations that help your users quickly obtain information, make decisions, and perform common work tasks.
ITSM Virtual Agent enables your technicians to concentrate on more challenging, demanding user requests and incidents. ITSM Virtual Agent enhances the employee experience by addressing IT-related queries immediately. At any time during a virtual conversation, a user can request to interact with a live IT technician.
Several predefined ITSM Virtual Agent topic conversations, covering common IT interactions, are included with the base-system application.
Please mark correct/helpful if this helps you.
Swapnil.
