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01-22-2024 05:43 AM
Hi community,
I've been dedicating significant time to our Virtual Agent and have encountered a challenge related to catalog items utilizing Client scripts and UI actions. For each item, I've created specific topics, but this approach seems less maintainable in the long term. Is there a way, possibly with GenAI or Now Assist, to avoid designing a separate topic for each item or to have them updated automatically without manual intervention? I'm open to any suggestions or alternative solutions that can streamline this process.
Thanks for your help!
Solved! Go to Solution.
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01-22-2024 10:07 AM
You are creating a topic for each catalog item? We have 1,153 active catalog items, that would be 1,153 topics. A majority of the catalog items we have are not VA compatible. With the approach you have taken, when a catalog item is changed, you have to change the topic.
ServiceNow provides a topic block called Request Catalog Item. If the item is VA compatible, the VA asked the appropriate questions for the request the user needs. If it is not compatible, it provides a link for the user to click that opens the item in a new window.
I created a Vocabulary Source that reads the Name of the items. I associated that vocabulary source in the NLU of the topic. this approach I have two topics covering all 1,153 catalog items.
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02-05-2024 07:49 AM
ServiceNow provided this CONTENT_POPUP_CONTROL. It is in the custom controls definitions. You use the Topic Block to get to it. It pops out the catalog item instead of a link.
I have not been able to get this to work. I need to research this more and figure out what we do not have turned on since the control gets blocked.
