In Madrid, you're able to append the sysparm_topic URL parameter to the Virtual Agent (i.e. https://abc.service-now.com/$sn-va-web-client-app.do?sysparm_topic=[sys_cs_topic sysid]) and automatically start the specified conversation. In New York, you ...
Hello ServiceNow Community,I recently noticed some changes in our ServiceNow instance, specifically within the Virtual Agent (VA) conversations. A "show more/show less" button has appeared in the conversation messages, and some of our branding icons ...
I am working on a virtual agent topic flow which allows the end user to escalate the ticket. However, there certain conditions that must be meet before incident can be escalated.condition 1: the incident must be P3 / P4 and opened_at should be 5 days...
I would like to know if it is possible to trigger a NLU model at an specific step in the topic flow. Right now the NLU model is trigger when the users enter their request directly in the conversation bar, but I would like to implement a triage questi...
Hi Experts, I have Used CatalogSearch API in my code Where I am passing the List of Catalog and Search term. But It is not returning any result. Though I have checked Manually, I am having the catalog Items. Below example code is var search_term = "A...
I am unable to find a way so asking. Is there any way to see who made a change to a Topic?
I have a requirement to document our changes to our VA Topics and was wondering if anyone had any tips of a report or export that could give each piece of the topic and its associated settings to allow for quick re-builds and documenting changes betw...
We have AI Search enabled for Virtual Agent...Please suggest me the best way for configuring AI search for different portals.As we have 3,4 portals based on specific regions.Like AB portal should only return the KB & Catalog Item of AB (we have catal...
How to check if SLA has Weekends or Holidays?
Hi Everyone,i want to setup a email address in now support, in the below screen when we click on send email to customer it's open a outlook, in that email i want to change email address,please help how to change the email address , #virtual agent #no...
We would like to update the out-of-the-box Anything Else topic. Right now, when the VA asks "Is there anything else I can assist you with?" - the "Yes" button takes the user back to the opening conversation. We want to add a new button so the user c...
Hello, The embedded messenger is not dynamic, the end user cannot change the position of the icon related to embedded messenger on the page where it's displayed. Do we have a solution for that ?
I have build an NLU Model and added 2 intents with 5 utterances each after training the model whenever I try to test below error appears
I was just asked a crazy question so asking here just in case I missed anything. Is there a setting where the Virtual Agent can read outload the response? We are thinking of ways to accommodate users not willing to read.
I have a topic built in the the HR Virtual agent. I'm at the point in the flow where I'm creating an HR ticket. As part of creating the ticket, I'm trying to use the File Picker node to allow the colleague using the VA, to upload an attachment that w...
