Virtual Agent template which can automatically create a ticket if the answer didn't resolve issue

Junyu
Tera Contributor

‎01-02-2023 08:01 PM

Hi all,

 

I want to know if there is any template like this, when the information doesn't resolve the user's issue, it will ask the user to describe more details and create the ticket automatically. Also, it will ask you about the using experience. As shown below:

Junyu_0-1672717865961.png

 

Junyu_0-1672717771909.png

Junyu_1-1672718130032.png

 

 

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8 REPLIES 8

Omkar Ranjane
Tera Guru

‎01-02-2023 11:06 PM

Hi @Junyu,

 

There are flow created known as topic which look similar to workflow/flow designer. 

You have to check this topic and modified if required as per your requirement.

You can view topic by navigating Left Navigation >> Conversational Interface >> Virtual Agent >> Designer. 

 

https://docs.servicenow.com/en-US/bundle/tokyo-servicenow-platform/page/administer/virtual-agent/con...

 

For more information check ServiceNow Docs.

 

If your question is solved, please close the topic by marking my answer "Accept as Solution". This will help others searching for a similar question and will remove the topic from the unsolved list.

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Junyu
Tera Contributor
In response to Omkar Ranjane

‎01-02-2023 11:15 PM

Hi @Omkar Ranjane ,

Thanks for your reply, can you show me which topic template created by ServiceNow look similar to what I need?

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Omkar Ranjane
Tera Guru
In response to Junyu

‎01-02-2023 11:39 PM - edited ‎01-02-2023 11:43 PM

If I'm not mistaken OOB topic are created in similar manner and screenshot that you shared is from OOB topics. Unfortunately I don't have plugin installed in my PDI to show. Please refer below document for pre-build topic (you have to install the plugin).

 

  1. Pre-built Virtual Agent topics, topic blocks, and ServiceNow NLU models.
  2. 250+ Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field by Mark Roethof (50+ VA article is shared).

 

Just as I mentioned on this Left Navigation >> Conversational Interface >> Virtual Agent >> Designer.

you will find the topic created by SNOW if plugin in installed. You have to make it active and published it in order to see in Virtual Agent.

 

If your question is solved, please close the topic by marking my answer "Accept as Solution". This will help others searching for a similar question and will remove the topic from the unsolved list.

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Gayatri Sharma1
Tera Contributor

‎01-03-2023 06:25 AM

Hi

The topic you are looking for - REPORT AN ISSUE 

This falls under ITSM Self Service lite category

 

If this helps please mark it helpful. Thank you.

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