Virtual Agent
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13 hours ago
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13 hours ago
Hi @MohdShahidA,
yes, it sounds like a simple thing to achieve. What have you tried yourself and where have you gotten stuck?
Please share what you have done, nobody can help you when we cannot see your blockers... and don't expect anyone to complete your task, start yourself ;))
/* If my response wasn’t a total disaster ↙️ ⭐ drop a Kudos or Accept as Solution ✅ ↘️ Cheers! */
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13 hours ago
Hi @MohdShahidA
Greetings!!
It’s something available out of the box (OOTB). When you activate the VA plugin and enter any input, like a need, caption, or keyword, it first searches in the Knowledge Base and Catalog Items only. I don’t think any special configuration is required for that. We’ve done the same for our customer using only the OOTB setup.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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13 hours ago
- User types their issue.
- The VA runs a search against relevant Catalog Items and Knowledge Articles using the user's initial input.
- VA provides lists of KBs which match the users input, user has option to say if thats resolved the issue or not.
- If the user selects ""No,"" the VA provides a link to the specific Catalog Item
- If the user selects ""No"" and no specific item was found, the VA proceeds to the generic incident creation flow ""Can't Find It Form"".
- Or the VA immediately offers to transfer to a Live Agent to review the details before submitting the ticket.
- VA prompts for details as per the fields in the specific catalog Items or Cant find it form
- The VA uses the gathered information to automatically create a new Incident record in ServiceNow.
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13 hours ago
Only Search Knowledge Article not search For catalog Item
