Global vr Scoped Application with Virtual Agent Topic/Topic Blocks

[Amego1]

Can anyone point to a good document/wiki for the following:

I'm trying to understand when a scoped application should be selected for a topic/topic block, instead of using global.

Basically we are using the ITSM/Global Fulfiller, (don't use the HR or the others)

For example I created a topic block under the application 'Virtual Agent Service Portal Widgets', will there be issues with that block getting called by the VA or by a Topic that was create under Global, or another Application?

Hope that is clear.

Thanks.

[Muralidharan BS]

There is a scope called ITSM virtual agent conversation. You can try that because couple of script includes like contextual search are using this scope. So if you want to leverage those scripts in future in your topic, that would be helpful. 

[shloke04 · Accepted solution]

Hi,

We are using Virtual agent in our current project and have different scoped applications as well

Most of the Topics we have defined in Global Application Scope only including some custom application scope one as well.

Important thing to note here would be that you can define topic in the scope you want I believe , but say if there are different portal your client is having say separate for HR and IT for example, then why to show unnecessary topics to customers which are not relevant to them.

So there is a field named as "Applicability" on Topics Table (sys_cs_topic) where you can write script to hide those topics for portal you want.

There are good reference for Virtual agent, refer to link below from Mark:

https://community.servicenow.com/community?id=community_blog&sys_id=14e51965db2200d013b5fb24399619fb#va

This cover lot of details on Virtual agent and I find it quite handy.

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

[Sunit Amin]

We can do the same using condition from the Virtual Agent designer.

Can you help in understanding the use of Applicability in VA Topic?