How can I accurately confirm the time it takes for an Interaction with a Virtual Agent (VA) to be marked as faulted and labeled as "Abandoned"? When reviewing IMS Transcripts, I've noticed some chats where the message "Sorry, the conversation is time...
i am facing one issue. if i am submitting a request from service portal, a particular catalog ui policy is running. But if i am inserting a record in that table by importing xml, then that ui policy is not working.
Hi,I am facing issues in accessing topics in Virtual agent in PDI. All the topics in designer are empty. Can anyone tell me what plugins do we need for this?
I'm a bit confused about when to create a separate NLU model vs just adding intents to a model set in the Virtual Agent configuration. Is there a recommended approach when designing topics for different departments or functions?
I have a use case where, after submitting a specific catalog item, I want the Virtual Agent to automatically greet the user and continue the conversation based on their request. How can I invoke a specific VA topic programmatically or through a post-...
Hello Everyone, I have one requirement, i have three sets Network,Data,Enterprise and each sets groups having again 2 groups Network -Client Network assignment group, Retail Network assignment group Data - Agent Data, Client Data...
Hello All, If there are multiple RITMs under a single Request and one of the RITMs is rejected, I want to set the Stage of that RITM as Cancelled, and Stages should show in red colors.As you can see in the image above, if I reject the first RITM, the...
How to make stages circles red when stage is closed incomplete and stage canceled On RITM
Hi Community,I’ve added a condition for my UI Action, but the Visibility > Roles field is showing as mandatory. I’m not sure what role should be assigned here.Could anyone guide me on what role I should set, or what’s the best practice in this case?T...
I have seen some posts on how to configure links to open in the SOW. But it seems like you have to choose one or the other. For the fulfillers newest to ServiceNow, they need notification links to open in SOW, whereas those that have used ServiceNow ...
Hi All,When working with catalog items or record producers that include Multi-Row Variable Sets (MRVS), integrating them into Virtual Agent conversations can present technical challenges. Here walks you through how to handle MRVS in a Virtual Agent f...
Hi all,When I use email template or the MIM workbenck communication tasks with email as communication channel, all these emails are not captured on the incident activity.But the customer wants the emails sent should be captured on the activity stream...
1. How to add instruction to variables section on the Catalog TaskI would like to see the below instructions to the fulfiller (in color Hex=#ae0055):Information to Service Desk – this task is only intended to build the workflowEnsure that you answer ...
Hi Everyone, We recently upgraded our license to include Now Assist. Our next big win with SN is to get a virtual agent stood up in both our service portal and in MS Teams. I am looking for some clarification, do I need to run through Conversational...
Hello All, Can anyone please help me out to setup NLU default input language as English irrespective of the users Teams language settings . NLU is not predicting the Intent due to users teams language settings. NLU Model (Virtual Agent NLU Model (En...
