*This is meant to be a supplement for the Agentic Workflow End to End Setup Guide. It is recommended to review that guide first.
You can improve employee self-service in Now Assist in Virtual Agent with the help of out-of-box AI Agents. These are previously Virtual Agent topics that have now been agentified!:
- Create Incident AI Agent - This AI Agent first attempts to resolve user issues via self-service solutions. If not available, it will help users create an Incident.
- Request Status AI Agent - This AI Agent will list incidents and requests that users have filed. Users can then ask about the status of individual issues and perform actions on them.
Required version and plugins (see the End-to-end Setup Guide for full prerequisites):
- Now Assist entitlement (Pro Plus license)
- Yokohama Patch 11+, Zurich Patch 5+
- Now Assist for ITSM/HRSD/CRM... parent store app installed and updated
- Now Assist AI Agents store app installed and updated
- Now Assist in Virtual Agent store app installed and updated
Activating Now Assist in Virtual Agent
- Navigate to Conversational Interfaces > Assistants > Manage Assistants
- Click 'Edit' for the Now Assist in Virtual Agent (default) record. Navigate through the steps to set up your Assistant.
- Ensure this checkbox is checked in the Settings > Agent Support page.
4. In the Settings > Display Experience, add your assistant to your desired portal. Ensure that Chat Experience is set to "Enhanced". You can edit this via the 3-dot menu on the right-hand side.
5. When done, click Activate on the top-right corner.
Activating the Incident Creation AI Agent
1. Navigate to AI Agent Studio > Create and manage > AI Agents tab, and find the "Create Incident AI Agent".
2. Let's first de-activate the read-only AI Agent so that we can use a duplicate one that we can control and modify. You can do so in the "Select channels and status" page.
3. It is recommended you duplicate this read-only AI Agent into your own scope before activating. You can do so via the 3-dot menu on the top-right.
4. In your duplicate of the Create Incident AI Agent, navigate through the setup steps (ensure that your data access includes 'itil' or similar).
5. In the Select channels and status page, toggle "Allow" to ON and then select the Chat assistant configured above.
6. Finally, click "Save and Test". Your AI Agent is now activated for use in the Now Assist in Virtual Agent. You can test it by navigating to your Virtual Agent and asking about an issue with your laptop.
The steps are similar for activating the Request Status AI Agent.
