Xanadu Employee Service Management

Configure Virtual Agent conversation topics for legal services

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Employee Service Management

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Configure Virtual Agent conversation topics for legal services

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Release version:
UpdatedAug 1, 2024
1 minute read

Xanadu
Employee Service Management

Create or modify Virtual Agent conversation topics for legal services.

Before you begin

Role required: admin or virtual_agent_admin

About this task

The Legal Virtual Agent Conversations application installs various virtual agent conversation topics for seeking legal services.

These virtual agent conversation topics are built using ServiceNow Virtual Agent Designer, so make sure you’re familiar with the Virtual Agent Designer basics.

Procedure

Navigate to All > Conversational Interfaces > Virtual Agent > > Designer.

Configure a new conversation topic or customize a predefined conversation topic for a legal service.

Note: All conversation topics for legal services are grouped under the Legal Service Delivery category.

Options	Steps
Create a new virtual agent conversation topic	In the Virtual Agent Designer page, click + Create.. On the form, fill in the fields. For more information on creating a conversation topic and description of fields on the form, see Create a Virtual Agent topic.
Customize a predefined conversation topic	In the Virtual Agent Designer page, click a conversation topic item to open. On the form, update the required fields and click Update. Tip: You can also duplicate the topic and then make the required changes in the newly created topic. To duplicate the topic, click Duplicate. For more information, see duplicate the topic. (Optional) Preview and test the topic in a chat test window by clicking Test.

Options

Steps

Create a new virtual agent conversation topic

In the Virtual Agent Designer page, click + Create..
On the form, fill in the fields.

For more information on creating a conversation topic and description of fields on the form, see Create a Virtual Agent topic.

Customize a predefined conversation topic

In the Virtual Agent Designer page, click a conversation topic item to open.
On the form, update the required fields and click Update.
Tip: You can also duplicate the topic and then make the required changes in the newly created topic. To duplicate the topic, click Duplicate.
For more information, see duplicate the topic.
(Optional) Preview and test the topic in a chat test window by clicking Test.

Click Publish to make the conversation topic available to employees on the Virtual Agent client.
For more information, see Publish a Virtual Agent topic.

Xanadu Employee Service Management

Configure Virtual Agent conversation topics for legal services

Table of contents

Configure Virtual Agent conversation topics for legal services

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