ITSM VA - New Topic Creation (VA Designer) – Password Reset

[chaitanyape]

Short description : ITSM VA - New Topic Creation (VA Designer) – Password Reset

Description : 

Background (The "Why") Password reset requests are the #1 driver of Service Desk volume. While ServiceNow has a native Password Reset module, many organizations utilize Microsoft Entra ID (formerly Azure AD) as their primary identity provider. By redirecting users to the Microsoft Password Reset portal via Virtual Agent, we leverage existing enterprise infrastructure, ensure security compliance, and provide an immediate path to resolution without human intervention.

As a user who has forgotten my password, I want the Virtual Agent to provide me with a link to the Microsoft Password Reset portal, So that I can securely reset my credentials using the established enterprise process.

Additional considerations
- Create topic intent & keywords (intent can be added to the OOTB NLU Model

Acceptance criteria : 

• Scenario: User requests a password reset
  • Given the user triggers the "Password Reset" topic
  • When the Virtual Agent identifies the intent
  • Then the system should present a URL link to the Microsoft Password Reset portal (https://passwordreset.microsoftonline.com/)
  • And ask the user if the link resolved their issue to track deflection success.

[Tanushree Maiti]

Hi @chaitanyape 

Refer:

1) Actions in Password Reset for Virtual Agent 

2) There is a spoke available. Password Reset for Virtual Agent 

Key features

Password Reset for Virtual Agent includes several predefined topic conversations designed to help your users complete credential and account related issues.  These topics focus on the below use cases:

• Password Reset
• Password Change
• Enrollment for Password Reset
• Account Unlock
• Connect to IntegrationHub actions to automate resets and unlocks in Active Directory, Azure AD, Okta, and Google Directory

3) https://www.youtube.com/watch?v=qomTKUJq31U