Where's "Custom Greetings and Setup" item for Virtual Agent in San Diego version

[Junyu]

Dear all,

Our system is being upgraded from Rome to San Diego, and a lot about Virtual Agent has changed.

For example, the option "Custom Greetings and Setup" doesn't seem to be in the San Diego version. Can anyone tell me where it is?

Also I need some documentation for the San Diego version of Virtual Agent, I would like to know what is improved compared to the Rome version and how to use it?

[Junyu]

Hi Shruti,

Thanks for your reply, 

This is really a big change...

Is there a tutorial video or document about the virtual agent San Diego version? I think I need to relearn

[Victor Chen]

Hi, please see our Quick Start Guide, which we update per release: https://community.servicenow.com/community?id=community_article&sys_id=37d0f6c9dbd35c906621d9d968961...

The top video contains a tour of the CI Home Page (start at ~21 minute mark.) I can update the guide to point to the Greetings. 

[Mark Roethof]

Hi there,

"Also I need some documentation for the San Diego version of Virtual Agent, I would like to know what is improved compared to the Rome version and how to use it?"

As always you could have a look at the Release Notes. The specific changes also have been showed in the Virtual Agent Live Academy, which you can also see on YouTube.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

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