Resolved! I want to change name of "Now virtual agent app" in MS Teams, can we modify the name?
Can we change the name of virtual agent, if possible please suggest me where we can modify the name
Forum Posts
Resolved! How to show only Catalog items that are available for logged in users in Virtual agent. catalog item search
I've created a topic Create a ticket or request in Virtual agent. I've used catalog item search topic block to get the catalog item we have searched with user input text. But it is showing all the item available in the catalog. I would like to see o...
I'm having technical issues and won't be able to continue this conversation.
I have published one topic, if i test it then it shows like thia phis please help me with this
Resolved! How to make a report to count how many users chat today?
Hello everyone, Does anyone know on how to make a report to count how many users chat today, I'm gonna use table Interaction [interaction], or anyone know which table that suite the report and what is the parameter? Thanks.
Resolved! How to build FAQ function with Virtual Agent and machine learning in ServiceNow
We already have question-answer pairs (10,000 +), can we import the question-answer pairs into ServiceNow, train the Virtual Agent, so employee can get answers via the chat with Virtual Agent?
No genius result in AI Search
Dear all, I can't get genius result when testing AI Search and need some suggestions. I have checked my instance. On my side "Default AI Search model" is trained and published: I try to use a very similar statement in the model as a query: But ...
Resolved! Why AI Search activation request pending so long?
After I clicked button "Request AI search", the information show as below but time pending so long... I try with version Rome, Tokyo and San Diego but it has a same issue. I follow a video on youtube Getting Started AI search but they enabled AI se...
How to integrate Virtual Agent with Teams without Teams Admin
We are preparing to deploy the Virtual Agent and integrate with MS Teams. I have the ServiceNow admin role but I do not have an admin role in Teams/Azure. Can anyone describe the process for accomplishing this? Or is it actually a requirement to be b...
Resolved! Search knowledge topic returning links to kb_view.do - why not portal?
Hi, I copied the out of box Search for knowledge topic. Works fine in returning links for my searches, however the actual link is directing users to the standard interface kb_view.do page. Ideas on where I configure this? Property? I don't see a...
FAQ Builder Topic Block and FAQ KB Articles
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...
Resolved! Questions on Virtual Agent AI Search
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...
Resolved! Where to import "Chat Header Logo" in Virtual Agent
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?
Is there an easy way to identify if a topic was triggered from an utterance or from the show me everything menu?
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...
Virtual Agent: hide "Show me everything" button
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...
Resolved! Assign a chat to all online agents in a queue
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?
