Virtual Agent in Service Operation Workspace

[Lola8]

Hello!

I want the similar bubble chat with a virtual agent as we have in the employee portal but on the Service Operation Workspace.

The objective is to be able to have a Help Agent on SOW that leads us through a check - list in order to know if we could close an incident or not.

Something like:

User: I want to close my incident with all the necessary documentation

Agent: What incident is it?

User: INCXXXXXX

Agent: I see this is a Serious Type incident.

Have you checked that the Dates fields are correct?:

<image of where the fields are and what son they are>

User: Reviewed

Agent: Have you registered the outages correctly?

...

Agent: If there has been an economic impact, have you registered it?

And so on...

I already have created the topic for this in the Virtual Agent Designer, indeed when I tested it looks nice, but I need the last part to have the chat enabled for use this on SOW.

How can I achieve this please?

Maaaany thanks in advance.

[Lynda1 · Accepted solution]

This sounds like a perfect use case for "Playbook".  I am currently going through the ServiceNow training for Playbook and your scenario is scenario I will be implementing when I learn all the functions.

It can be a tab that appears on the incident page and does exactly what you described.

[Lola8]

Hi Lynda,

so I can assume that this challenge can be real? So we can have a Virtual Agent on SOW for users questions and users checks?

In that case, Can we make the virtual agent take actions as well, such us; close the incident... put the incident on hold...?

I would be very grateful if you could share any valuable documentation or courses on this topic. And please, feel free to share anything you discover about it with us! 🙂

Many thanks and regards.

[Lynda1]

Virtual Agent in the Service Operations Workspace is an approach I would not take. Your use case is perfect for a Playbook.  Playbooks do not use Topics created in the designer.

These are the two courses I just completed in the NowLearning

Playbooks Essentials
Playbooks Advanced

In regards to Virtual Agent updating records, there is a component that allows VA to update a field on a record.  

Just stating this again, I would not put the Virtual Agent in the SOW for Agents to use.

I just searched Playbook in the documentation and saw other areas I can use this.

This is not allowing me to add a link 😞

[Lola8]

Hi Lynda,

I'm very grateful for your help.

I'll try to handle this using playbooks, although I'm afraid my client will insist on using a virtual agent for sure...

Anyway thanks a lot! 🙂

xxx