Show Topic in Categories - Virtual Agent

[Muralidharan BS]

Show topics in categories

Virtual Agents traditionally present users with a comprehensive list of all available topics upon clicking the "Show Me Everything" button. This approach can be cumbersome for users navigating a vast selection of topics. While search functionality exists, it might not be the most intuitive solution.

Interestingly, some Virtual Agent platforms (mention Ask Kodi if relevant) offer a more user-friendly approach by displaying topics categorized into logical groups. This categorization allows users to quickly identify relevant topics based on their needs, streamlining the navigation process.

Here is how it looks,

Process to display in category is so simple

1. Go to Virtual Agent - Categories (sys_cb_topic_category)

2. Create a category 

3. Mark the "visible to end user true"

4. Finally, go to designer and add the category to the topic

Pretty much that's it, when show me everything is now clicked, topics which belong to the respective category will be grouped. Topics which has no category linked will be displayed under "Others".

                                     

Thanks 

Murali

[Chris D]

I noticed this feature recently too, very cool!

If you have a more than a few categories and a good number of topics though, having the categories expanded by default is a UX killer I think and it's a real bummer that they aren't and can't be minimized by default 😕

[Muralidharan BS]

Yes that's a bummer, will let you know if I come across anything like that. 

[Manisha Idhate]

Hi Murali,

How we can configure, to show topics only after clicking on Categories.

We have multiple topics under Categories, and its not good experience for user, they have to scroll every time to see all other categories  

[Soumya Thareja]

I had a similar question. Can we collapse the categories to make it look more clean?

[Greensway]

Hi. Why can’t we collapse categories upon opening VA? It’s not great user experience and could be much improved by adding this feature!

[Prafull1]

Hi @Muralidharan BS 

How to configure/show below highlighted topics, need to show topics without clicking on "Show me evertying".

[Muralidharan BS]

Hi @Prafull1 , You can add those topics as promoted topics in the greeting and setup record. 

more details here - Configure promoted topics for Conversational Integration with Microsoft Teams (servicenow.com)

[f_Rivers]

@Muralidharan BS How can we translate the custom categories we add?

[meghanann1124]

I completely agree with everyone. I am also looking for a way that we can have the categories collapsed by default. Our business would like to have more topics that are organized by categories, but only would be a good experience if we can collapse the categories. Are there any enhancement requests for ServiceNow to add this option?