The Virtual Agent Dashboard has a metric of topic completion based on whether the "End" node was reached. The problem here is we often have pathways through a topic that need to transfer to an agent (intentionally) - and even though that may well be ...
Hi All I have two list collector variables on a catalog form referencing the same table (u_sap_company_code). Based on selection of first list collector values (Select Company Code), auto population of 2nd list collector(Ad Group Name) values is req...
Hi Friends, I want to start using virtual agent feature in ServiceNow. Please let me know the procedure. Thanks,Anjaneyulu
Before I log a Hi ticket for this I wanted to see if anyone here had some ideas. In a couple of conversations we have the user is directed through a knowledge search along with some other deflections before being allowed through to an agent. When the...
Hi, when clicking a link in Virtual Agent to display a ticket the portal is opening in a new tab with the details of the incident. A new VA chat is opening in that tab. Now there are 2 VA chats going on in both tabs. The original one with the link...
I've been working on setting up Agent Workspace Chat in ServiceNow and I am using the "Greeting Topic" in Virtual Agent to gather some information from the user that I would like to pass to a Live Agent. From what I can tell the chat "Context" are wh...
I am looking for an explanantion as to how end-to-end VA conversation gets saved to Interaction record. Context - I have seen many requirements where custom fields in interaction record needs to be populated, all solutions are via scripts(gliderecord...
Can I change the name of virtual agent "Now virtual agent" which comes up in MS teams when user initiates a new chat with virtual agent?PFA the image. Thanks Bharat.
Hey there SN Comm Team!I am stuck on trying to accomplish having the uploaded file from the end user, added to the hr case being created through VA Chatbot. I have seen Virtual Agent User Input File Picker [Paris] from @Mark Roethof (thank you Mark)....
Hi all,I'm having a strange issue with our instance of Virtual Agency. For some reason, when someone types a phrase containing the word 'conversation', it forces the Closing Conversation setup topic to run and ends the conversation.We are using a dup...
I'm looking to update this message for Virtual agent: I would like to update the I'm all set" option displayed.
We tested a method this summer to prevent VA HR Admins from accessing/changing ITSM topics, but now it doesn't seem to work. HR VA Admin has sn_hr_va.admin rights and core hr permissions. No ITIL or related permissions. HR VA Admin is added as a d...
I'm looking for the best way to set the Configuration item in the Open IT Ticket 2.0 topic to the logged-in user's computer asset. I would like to use the alm_asset table and search for the assigned_to = vaInputs.user
Interaction created from chat has no short description, any idea why they are created blank and did anyone add info that helps agents to understand better before accepting the chat ?@WillWitten any thoughts ?
Anyone know if ServiceNow offers Speech to Text that Agents can use in live chats? I am hoping for a yes but expecting a no.
