K20 Lab 3010 - Create Amazing Self-Service Experiences with Virtual Agent

[Joseph Baiocco]

This article is for questions and answers for K20 Lab 3010 - Create Amazing Self-Service Experiences with Virtual Agent. The lab is being presented multiple times throughout the live K20 event May 5 - 7, 2020. During the live event post your questions in the comments of this article and one of our lab gurus will be happy to answer it.

Don't forget your Digital Guidebook.

[Shelly Laubert]

Welcome!! Feel free to post your questions here 🙂

[Shelly Laubert]

Student asks:  Is the branding available on the SNOW Mobile app as well?

[Jason Douglas]

Hi team - the branding only applies currently for web based chat as shown here https://docs.servicenow.com/bundle/orlando-performance-analytics-and-reporting/page/administer/virtu...

[Ashish Pandey]

These branding configurations do not apply to ServiceNow Agent (mobile) and the Virtual Agent third-party messaging integrations for Slack, Microsoft Teams, Workplace by Facebook, and Facebook Messenger.

[alvaroruiz]

Understood. Thank you sir 🙂

[Margo]

For the Submit a Request Conversation is it easy to build chats to connect with your organizations already built catalog items?

[Ian18]

Stuck trying to connect to a live agent, how do I kill that chat session? Thank you.

[Liz4]

How do you get the agent to adjust for possible misspellings? For example, if someone types 'outtage' instead of 'outage'. Is that an advanced feature covered in the NLU 3000 Lab?

[Ashish Pandey]

Question: In which table chat conversation get saved?

[Ashish Pandey]

Each time a Virtual Agent conversation occurs, an interaction record captures the entire conversation as a chat record type in the Interaction [interaction] table. The record maps to an entire conversation and includes all topic elements used in the conversation, as well as live agent transfers.

https://docs.servicenow.com/bundle/orlando-performance-analytics-and-reporting/page/administer/virtual-agent/concept/va-interactions.html

[David de Beer]

You could add more sample utterances into the NLU model configuration to cater for this. Check out: https://docs.servicenow.com/bundle/orlando-performance-analytics-and-reporting/page/administer/natur...

Absolutely check out the NLU lab too!

[David de Beer]

The out of the box Submit a Request conversation will use catalog items you have, and you can also configure your own conversations that leverage these. 

Check out "ITSM Virtual Agent predefined Self-Service category topic conversations" here: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/itsm-virtual-agent/ref...

Hope this helps.

[Michael Starkey]

Are we going to cover in this lab how to configure multiple branding records and how to control which users see which branding (other than via domain separation)?


[sebastian_g_snc]

Yes, we will look at basic branding.
In the meantime I will post the docs article here that goes deeper: https://docs.servicenow.com/bundle/orlando-performance-analytics-and-reporting/page/administer/virtu...

[Marcel Clemens]

Hi Michael,

you can provide chat brandings per domain

https://docs.servicenow.com/bundle/orlando-performance-analytics-and-reporting/page/administer/virtu...

[Shelly Laubert]

Student question: Can setup topics be different for different portal e.g. IT portal, HR Portal, CSM etc?

[Shelly Laubert]

Student question:  Is there any planned capability for automated translation to other languages (e.g. spanish ?)

[sebastian_g_snc]

This one is the HR Employee Service Center one. 
I think you can safely delete it.

But it shouldn't block you either.

[Joseph Baiocco]

You can ignore it because it's for a different portal.

[Shelly Laubert]

Student question:  What if we don't want urgency defined by the End user? I assume we can omit that functionality?

[Shelly Laubert]

Answer:  You can choose not to include urgency when you create the action that creates an incident.

[Joseph Baiocco]

You can choose to not include urgency when you create the action that creates the incident.

[Shelly Laubert]

Answer:  This already works in the platform and could certainly be extended to the Virtual Agent but not in Orlando 🙂

[Joseph Baiocco]

Yes.

[Goutam Behera1]

Yes they can be configured to address varied needs across the enterprise.

[Shelly Laubert]

https://docs.servicenow.com/bundle/orlando-release-notes/page/release-notes/now-platform-administration/dynamic-translation-rn.html

[Shelly Laubert]

Student question:  Do we capabilities for orchestrating work from 3rd party application . E.g. Succesfactors for Leave balance check etc, where data is not stored in Servicenow

[Michael Starkey]

What are the virtual agent best practices relating to domain separation.

Specifically:

• what domain should the "virtual.agent" user record be in?
• Can we configure a "virtual.agent" user record for each domain?

[Shelly Laubert]

We have some Integrations for VA and Messaging Apps, for Successfactors you have to build your own WebServices via the Script Action in the VA Topic. The Integration Team is working on more predefined Integration on VA

https://docs.servicenow.com/bundle/orlando-performance-analytics-and-reporting/page/administer/virtual-agent/task/install-va-integrations.html

[Michael Starkey]

I believe that the "com.glide.cs.va.sys_user" system property is used by Virtual Agent as the virtual user that end users chat with.

[Shelly Laubert]

Student question: Why is that I cant end a conversation in between e.g. I would have typed my message and VA would have responded with its response. However close conversation button is greyed out and I cant click it?

[Isaac Torkelso1]

So we have this issue with no live agent being available... so what do you do in a real implementation when no live agent is going to be available... say for example 11pm or something.... shouldn't there be a setting that checks for if a live agent is available or operating hours or something? 

[sebastian_g_snc]

Usually when that happens, there is still an open question from VA in the chat, which needs answering

[Shelly Laubert]

Student question:  The Virtual Agent Feedback does not show or is not available - how to configure or enable this feature?

[gtalreja]

NOTE: Depending on the system configuration, the Feedback Topic may not display. This is configured to show only a certain percentage of the time (that is configurable)

[sebastian_g_snc]

The live agents are managed in a chat queue. You define a schedule on the queue. If the current time is outside of the schedule, the "live agent" option is grey.

[Johan van den H]

If you have already opened the Virtual Agent before it will not show the greeting again?
Control-F5 to refresh does not seem to fix it.

[Marcel Clemens]

Could be the session of your user, can you try to logout and login again or do a RELOAD

[sebastian_g_snc]

If the conversation was ended properly (dotted line), the greeting will show up again 🙂

[Johan van den H]

Nope, the option to end the conversation remains greyed out.

[Johan van den H]

After some fiddling it became available! Case closed.

[Shelly Laubert]

Student question : When you end the conversation and comes back after 24hrs, will the previous conversation deleted and start a new fresh Chat?

[sebastian_g_snc]

The conversation will be ended, but not gone.

[NancyS1]

I'm in the "Adjusting an Out of the Box Topic" lab. When I click on the data pill picker, a little bubble opens up, but it appears to roll up out of view of the screen and I can't enter anything or see anything to click on.

[sebastian_g_snc]

good.

[sebastian_g_snc]

can you try to reduce the zoom factor of the browser window? >> Ctrl minus

[Marcel Clemens]

Which Browser are you using?

Sometimes IE / Edge have some trouble with this Popups.

[sebastian_g_snc]

true. try Chrome or Firefox alternatively.

[NancyS1]

Using Chrome and even when I reduce to 50%, I have the same result.