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Virtual Agent

MohdShahidA4585
Tera Contributor

‎10-27-2025 02:14 AM

User types their issue.
The VA runs a search against relevant Catalog Items and Knowledge Articles using the user's initial input.
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Brian Bakker
ServiceNow Employee

‎10-27-2025 10:58 AM

You can Create a custom AI Search experience for Virtual Agent conversations to search against relevant Catalog Items and KB Articles in VA. Good luck with the implementation.