Virtual Agent Catalog Item Response
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07-08-2024 08:28 AM
I have a request to present a catalog item to a customer when a unique phrase is entered into the Virtual Agent. For example, the phrase "Get help with a report" should simply return a catalog item that the user can click on to go to the catalog item request.
Similar to this example:
I'm not sure how to develop this, I'm assuming it should be pretty straight forward. Please help?
- Labels:
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Catalog Item Link
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Virtual Agent

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07-08-2024 09:03 AM
Do you have AI Search setup enabled? The ootb AI Search - Fallback topic should cover you without any extra development effort - by default, it's setup to search catalog items and knowledge articles and if you want to adjust its search results, you can implement Result Improvement Rules, i.e. to put a higher weight on catalog items. I believe that screenshot is just using the AI Search Fallback.
If you don't use AI Search, it's more or less the same for the end user, but the topic will be Search Fallback Topic and it uses Contextual Search instead.
Keep in mind, this is intended as a fallback which means that it'll trigger this search if the utterance does not match any existing topic. If somebody types something generic, like "I want to request something", that's not gonna be helpful for your search fallback so you may want to consider having a "Request Catalog Item" topic for that, which you can do super simply by plugging in the ootb topic blocks Search Catalog Item and Request Catalog Item.
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07-08-2024 09:28 AM
Unfortunately, it's not 100% what their looking for. You wouldn't know where that template is defined by any chance would you? A simple card would give me the image and text, but I cannot get a URL to the catalog item in there. I was thinking of creating an HTML response, but am not sure how to get the Catalog Item details in there without hard coding it. We need a simple card with a link.
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07-08-2024 10:04 AM
ServiceNow provides this Topic Block as a starting point. Request Catalog Item
It searches the catalog and provides the output as in your screen shot. Of course, you need to create a topic that uses the topic block.
This is on item I plan on taking offline when we go with Now Assist. (that is my dream)
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07-08-2024 10:36 AM
Lynda,
Unfortunately no. It returns the description, then asks if you want to proceed. You say yes, then nothing happens. I am going to assume that it expects the input variables. I don't want to chat my user into creating a catalog item, I just want to present it as a card with a link for them to click. I've tried all combinations.
Thank you though,
Scott