Which TOPICS are most recommended for the ITSM virtual agent which will be useful for users??

[Sheetal18]

Please suggest the top '6 to 10' TOPICS which should be made available in the ALL TOPICS on virtual agent so that the it benefits and serve the purpose of virtual agent? How many TOPICS should we make it active .Kindly recommend some best practices.

[Sujatha V M]

@Sheetal18  My suggestions towards the Virtual Agent topics, 

1. Create Incident

2. Submit Request

3. Password Reset or Unlock Account

4. Live Agent Chat

5. Check the Ticket Status & Add Comments based on the status of the record.

6. Knowledge Articles as topics

7. Feedback/Survey

8. Minimal Customized Topics

9. Contact Information (Global) 

10. Reports/Dashboard links (restricted required)

Note: You can categorize the above topics or you can have them listed under "Others" also. 

Its better to have limited topics list on the Virtual Agent for easy maintenance and also helps the end user to search for the topics easily. If its customization try to build simple flows to accommodate the functionalities.