Configure Now Assist Virtual Agent to suggest KArticles to users prior to creating an Incident

Rizwan Shaikh · 4 weeks ago

Hi All,

I hope you're doing well.

I’m currently working on configuring Now Assist Virtual Agent in our ServiceNow instance. I would like to set it up so that when a user reports an issue — for example, “I am experiencing a printer malfunction” — the Virtual Agent first suggests relevant Knowledge Articles (with links) before proceeding to offer the option to create an incident.

Could anyone advise on how best to configure this functionality? Is there anything available out-of-the-box that supports this behavior?

Any guidance or leads would be greatly appreciated.

Thank you in advance!

qprinsloo · 4 weeks ago

Rizwan, can you confirm your search profile used in our Now Assist VA includes the knowledge articles and that the user criteria set on the article (or knowledge base) includes the user performing the search. You can use the AI Search preview to confirm that your search profile includes knowledge to rule this out. It seems from your screenshots you are using the 'Now Assist in Virtual Agent (default)' search profile. Check that first.

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rpriyadarshy · 4 weeks ago

This is OOTB even before Now Assist Arrived in Picture.

Once Yes Its not spinned any Incident.

Refer OOTB ITSM Self Help Topic--> Open IT Ticket 2.0

Regards

RP

Rizwan Shaikh · 4 weeks ago

Hi @rpriyadarshy

Thanks for your response. It seems the above functionality is available under Virtual Agent (without Now Assist)
I am looking for similar functionality but in Now Assist Virtual Agent.

When I click "Create Incident", It redirects me to Create Incident Catalog item. When I fill in the details, that's when it suggest the related articles.

I want this to happen in the Now Assist VA chat window itself.

I tried using the other option of "Create Incident using VA". It does ask me to provide the INC description and urgency but doesn't show related articles.

When I look at the VA designer the Topic you mentioned above comes under NLU/Keyword and I cant see that Topic appearing in the Now Assist VA.

What do I need to do to achieve the same functionality but with LLM. Please advise.

Thanks!

qprinsloo · 4 weeks ago

The information from knowledge articles will appear directly in the conversation depending on the question entered. This should appear before you select a specific topic to pursue. If you want that to happen as an additional step after your initial query/context when you select your "Create an Incident" topic" then you'd need to add it to the topic workflow. Make sure the Now Assist Q&A is enabled for your assistant in Conversational Interfaces. If that create incident is not a topic but rather a catalog item/record producer, then remove it from search (if that is desired) and create a VA topic/flow to direct to it instead after you've done a AI Search first to show potential KBA deflections first.

Rizwan Shaikh · 4 weeks ago

Hi @qprinsloo

What you said makes sense to me. Do you have any diagram/screenshot of the Topic flow?
Also, I have checked the Now Assist skill and can confirm that it is enabled. The information sources are also configured.

There are few Knowledge Articles created as in screenshot below

However, when I ask the Now Assist VA agent about certain issue it doesn't provide anything from KA .

For example..

It mostly gives links to Catalog items. If you look at the articles list there is clearly an article related to it.

Am I missing something?
Thanks!