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11 hours ago
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.
Solved! Go to Solution.
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11 hours ago
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.
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9 hours ago
I have not seen a way to do this in Playbooks since they are using Flows
