On the VA Academy video Using AI Search and other search tools with Virtual Agent I saw some great tips about enhancing the search (thank you!). We are exploring FAQ conversation builder topic block as it seems to be a quick win for VA to answer many...
Dear all experts, Our department is very interested in Virtual Agent AI Search and has some questions: 1. Search configuration 2. Sequencing and focus on search results 3. user rating and relevancy influence on search results 4. Connected knowledge...
Hi all, I want to import a chat logo for Virtual Agent, but in San Diego version I can't select and do it: Can anyone tell me how to do that?
We would like to give our users some context when they triggered a topic through an utterance, e.g. to ensure they ended up in the correct topic and give them an option to quickly exit if it is the wrong one, however this information is not needed wh...
Hello, Is there a way to hide the "Show me everything" button. Because of the large amount of topics that we have we want to restrict this button not to confuse the users. So our idea is to hide this button and only leave a welcome message and the ch...
Does anyone know how to configure assigning all agents a incoming chat in Agent Workspace, then first one to accept the chat can proceed? All other agents will notice the queue chat disappeared?
We are building a topic that will show a static choice control only IF the user is coming from a specific. So depending on the topic that ran prior to the present topic, then the static choice control would/would not show. Anyone done something simil...
By default for any question asked from VA if there are more than 10 results then the VA shows only the top 10 results and automatically a "show more" button is displayed to the user to see the next set of results. I want this to happen after 5 record...
I've enabled the Virtual Agent plugins and tested VA via the Service Portal (using a configuration in "Service Portal > Agent Chat"), however I now want to test out an Agent Chat session going straight to a Live Agent, bypassing Virtual Agent. (This ...
Dear all, I tried to use the filter like "category contains Navigation" in the sc_cat_item and no records were found: Then I used "gr.addEncodedQuery('categoryLIKENavigation')" in Choice Value Expression Scripts of the "Reference Choice" node in Vi...
I am using the Virtual Agent bot integration API to add a bot to my application.Whenever I send some random message (example - hii) to the API for the first time I get a valid response from the API i.e But after this, if I send some random request to...
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 ...
HI, I am trying to change the default navigation to custom portal but I am getting below error when I am trying to change on the URL navigation. Can any on help me understand how can I change this ? Thank You.
Hello We are looking at using contextual search within our virtual agent to search knowledge bases. Each search results provides a link and a snippet of text. Currently the snippet of text seems to be the part the knowledge article that the search to...
Let's say I want to create a topic block - Incident Information Card Layout Now any incident sys id can be passed as a input to this topic block and it should show those fields specified on the card to the user. Could you suggest any approach by whi...
