How to raise catlog item request through VA ?

jay97 · 4 weeks ago

Currenlty customer is using 60-70 catalog items , how to make sure that all catalog tem request an be raised through the VA ?

What would the easiest way to do it ?

Which ITSM pre-build topic I should use for it ?

Dr Atul G- LNG · 4 weeks ago

Hi @jay97

It’s not just a tool-related question — it’s more about the tool and the underlying process. If you want users to raise items only through the Virtual Agent (VA), you’ll first need to hide all catalog items from the Service Portal. Then, make your VA strong and robust enough to handle and fulfill all item requests effectively.

https://www.youtube.com/watch?v=I_Z45wIMPh4

https://www.servicenow.com/community/intelligence-ml-articles/now-assist-in-conversational-catalog-r...

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Dr. Atul G. - Learn N Grow Together
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