Virtual agent should get Auto- Resolved the incidents.

[sahana1998]

Virtual agent should get Auto- Resolved the incidents

Ex: If printer is not working automatically it should check and give the resolution or it should resolve the issue.

[Mark Manders]

Can you elaborate on what you are looking for? Because reading your question it seems like you want the Virtual agent to resolve the printer not working. That's not going to happen.

And reading it in another way: it should provide the solution (totally agree: let users resolve it themselves) or resolve the ticket? And that would mean that if the user can't resolve it, the ticket should be closed?

[sahana1998]

Ex: If outlook is not working virtual agent should check and give the resolution.(what is the cause).

[Mark Manders]

Virtual agent is a bot that checks on questions and gives replies based on those questions. How do you expect a ServiceNow bot to check on the cause of Outlook not working? It should ask questions about what is happening and based on that can provide answers (like Adarsh3003 already told you), but it can never tell the cause, unless it is told that 'symptom X is caused by Y'. VA can't check on Outlook.  

[Adarsh3003]

Hi @sahana1998 ,

In this condition Virtual agent should be connect with Knowledge Articles.

**Virtual Agent with Auto-Resolution Capability:**

**1. Issue Identification:**

* Gather user input through a chatbot interface or other communication channel.
* Identify the specific incident and its details, such as:
* Incident type (e.g., printer not working)
* Associated device (e.g., HP LaserJet Pro 400 MFP M404)
* Error message or description (e.g., "Printer not responding")

**2. Knowledge Base Search:**

* Access a knowledge base containing predefined solutions and resolutions for common incidents.
* Search for the most relevant solution based on the incident details gathered.

**3. Resolution Recommendation:**

* Present the user with the recommended resolution, such as:
* Check if the printer is connected to power and the network.
* Restart the printer by turning it off and back on.
* Update or reinstall the printer drivers.
* Contact the manufacturer for further support.

Below point is requires addition experience on virtual agent 

**4. Auto-Resolution:**

* For some incidents, the virtual agent can perform automated actions to resolve the issue directly. Examples include:
* Remotely restarting the printer via a network connection.
* Triggering a self-diagnostic test on the printer.
* Updating printer firmware over the internet.

Please mark my answer correct and helpful if this knowledge is helpful

Thanks & Regards

Adarsh Verma