i want to create the custom topic block in pdi that use to create the simple incident in virtal
i want to create the custom topic block that use to create the incident in virtal agent
Forum Posts
Resolved! Undefined in AI Search Fallback responses
I am getting this "Undefined" where our Virtual Agent logo usually is located on the AI Search Fallback responses. The logo appears correctly on all other responses, just the AI Search Fallback shows this. Any ideas where this is configured?
Resolved! Unable to add NLU Test Utterances | Virtual Agent | RESOLVED
Hello all! Despite being able to build, publish, and otherwise do everything else with NLU's and Virtual Agent Flows, I am unable to add test utterances. Any ideas on what could be the cause? It says to wait, but I've tried multiple times over the p...
Virtual Agent catalog item link goes to backend page
We had VA running just fine. YokohomaWhen searching if someone searched for a catalog item, it would show the item, then they could click the link and it would open to the Employee Center catalog page - /esc?id=sc_cat_item&sys_id= Now it's going to -...
Best way for Virtual Agent to obtain answers for multiple questions from user during a conversation?
When creating NLU custom topics for Virtual Agent, there are scenarios where the VA has to obtain 3-4 or even more piece of information so that it can be updated in the incident description. As of now the topics/workflows are designed in a way that -...
Deflection Tracking Configuration in ServiceNow
We need to configure the following controls in our ServiceNow instance to enable accurate and consistent tracking of Virtual Agent deflection metrics.These controls are specifically aligned with our implementation of LLM-based Virtual Agent topics, w...
virtual agent simulator
Update the Virtual Agent branding to match Cloud Dimensions’ branding task completion help
Resolved! How to host multiple instances of the Virtual Agent?
We are new customers currently rolling out ITSM. We have some old specific use-cases we need to bring with us into ServiceNow without necessarily getting the specific modules yet One of these is a Sustainability Chatbot FAQ style which our ESG staff ...
How to change the Virtual Agent / Agent Assistant widget icon color in ESC Portal (AI enabled)?
Hi Community,In our esc portal, the Virtual Agent / Agent Assistant widget icon changes appearance when AI is enabled (it shows the sparkle icon and blue gradient).We would like to change the color of this icon to better match our corporate branding....
Agent to Customer Chat
Is it possible to have Agent initiated chats to the customer with a Teams integration? It seems like this is possible with Agent-to-Agent with the sidebar tool - but I can't see anything about agents being able to start a chat conversation with custo...
Help Help Help. MS Teams Integration for conversational Virtual Agent
6 Months in trying to setup MS Teams integration and have got absolutely nowhere. I am putting my faith in this wonderful community to help where SN Support have not. We have a single M365 tenant that is shared across multiple divisions (large enterp...
Resolved! How to update the message for fallback?
Currently, when no relevant info is found, it will give the fallback message "Unfortunately, there is not enough information available to address this query completely. Assistance can be provided on other topics if needed.“ How shall I update this me...
How to update the default fallback topic to my own topic?
I want to update the default fallback topic to my own topic, however, I can't find my topic in the "custom topic" list, what's the criteria for displaying my own topic in the fallback topic selection list? THanks.
How to trigger the custom fallback topic without clicking the "custom fallback button"?
In virtual agent fallback section, we are allowed to update the fall back button name and fall back topics, however, how to trigger the custom fallback topic directly without clicking the "custom fallback button"? THanks.
A2A Implementation Guide for Genesys Cloud and Service
Dear SNow Community, I've a requirement to route an incoming voice call on Genesys Cloud to ServiceNow Voice Bot. Could you please point out to step by step for implementing this functionality? Note: I have successfully integrated Unified Experien...
