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3 weeks ago
I am asking the community about integrating a shortcut from desktop or a way to lower the number of clicks to directly access the virtual agent. Let me know if anyone has ever done an integration like this. This integration should not include MS Teams integration.
The Ask
I want a one‑click or hotkey way to open Virtual Agent directly from my desktop, without opening the ServiceNow web UI or selecting a widget, so that I can resolve issues faster and increase self‑service adoption.
Solved! Go to Solution.
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3 weeks ago
A desktop shortcut to the sn-va-web-client-app ui page or there are examples of building PWAs in service portal out there.
However having VA quickly accessible is usually not the impediment for user adoption. The implementations just tend to be awful and if you don't have now assist you really have to manage expectations at go-live otherwise you'll probably never get users back.
All-in-all to get people to use VA is to make it easy and fast to do meaningful things with, no ticket information lookups or something silly but e2e access requests, software provisioning etc. Also it is good for proactive stuff, even more so when you are integrated to something where enterprise users spend most of their time like slack, teams
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3 weeks ago
A desktop shortcut to the sn-va-web-client-app ui page or there are examples of building PWAs in service portal out there.
However having VA quickly accessible is usually not the impediment for user adoption. The implementations just tend to be awful and if you don't have now assist you really have to manage expectations at go-live otherwise you'll probably never get users back.
All-in-all to get people to use VA is to make it easy and fast to do meaningful things with, no ticket information lookups or something silly but e2e access requests, software provisioning etc. Also it is good for proactive stuff, even more so when you are integrated to something where enterprise users spend most of their time like slack, teams
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2 weeks ago
Thank you for the tip. I will explore (yourinstance.service-now/$sn-va-web-client-app.do) since already have Now Assist implemented in our environment.
