Virtual Agent (VA), a platform capability that falls under ServiceNow's Intelligence Automation, is a conversational bot platform for providing user assistance through conversations within a messaging interface. Virtual Agent (VA) has a low code designer that gives the ability to build conversations and makes it easy for employees and customers to get what they need when they need it, with a conversational enterprise experience powered by Natural Language Understanding (NLU). Virtual Agent delivers great experiences, provides better self-service, and empowers service owners.

Our suite of on demand Virtual Agent courses will arm you with the know-how to configure Virtual Agent and design communications that help your users quickly obtain information, make decisions, and perform everyday work tasks like HR requests or customer service questions. Through Natural Language Understanding (NLU), the virtual agent can understand user statements in these automated conversations for better user experience. Discover the power of the VA platform components, which include the Virtual Agent Conversational Client Interface, Virtual Agent Designer, and Live Agent support. Upon completion of the Virtual Agent courses, you will be able to identify the features of Virtual Agent and related applications and how they allow you to build an end-to-end self-service solution as well as identify the steps for implementing Virtual Agent and NLU. You will learn how to build Virtual Agent conversations and NLU models. Finally, you’ll learn how to integrate Virtual Agent with other platform applications and take on more advanced features.
Virtual Agent Courses
Attend Virtual Agent Fundamentals, Implementation, and Natural Language Understanding to learn how to use Virtual Agent to design communications that help your users quickly obtain information, make decisions, and perform everyday work tasks like HR request, or customer service questions. Upon completion of this course you will be able to describe Virtual Agent and how it works within the ServiceNow Platform, identify application-specific terminology and acronyms and define the plugins that activate Virtual Agent and additional features. You will learn the prebuilt conversations for each application suite, the features and capabilities of the Virtual Agent Designer, the required roles, personas, and tables that make Virtual Agent work, and the reporting capabilities and widgets for analyzing the data produced by VA conversations.
Attend Virtual Agent Integrations to learn how Virtual Agent can leverage and integrate with other platform capabilities and applications, making the Virtual Agent Experience extremely powerful. Discover these capabilities and applications that support the Virtual Agent experience and how to integrate and configure them.
The Virtual Agent Simulator will assess your ability to implement Virtual Agent and Natural Language Understanding on the following topics:
- Installing the plugins required to implement Virtual Agent and Natural Language Understanding
- Branding your Virtual Agent
- Enabling Natural Language Understanding for Virtual Agent
- Enabling Virtual Agent for the Service Portal
- Creating an NLU model
- Creating a Virtual Agent Topic Category
- Creating a Virtual Agent Topic
In order to take the simulator, you must complete the Virtual Agent Fundamentals, Implementation and Natural Language Understanding course first. Successful completion of the simulator will award you the Virtual Agent Micro-Certification.
Attend Virtual Agent Advanced Topics: Surveys to learn how to configure complex functionality for Virtual Agent and unleash the power of pre-chat and post-chat surveys.
Attend Virtual Agent Advanced Topics: Keyword to NLU to learn how to migrate from keywords to NLU.
Attend Virtual Agent Advanced Topics: VA Analytics to learn how to configure complex functionality for Virtual Agent Analytics.
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