Setup ITSM Virtual Agent Lite using to use the read-only, pre-built conversation topics for your most common ITSM self-service cases. For example, you can connect your users with a virtual agent to check ticket status, search the knowledge base, and report an issue.

Before you begin

Role required: admin or virtual_agent_admin

About this task

Virtual Agent Lite is a subset of the features available in Virtual Agent. Virtual Agent Lite is automatically activated. You don't need a subscription for Virtual Agent Lite.

Users with the admin or virtual_agent_admin role can activate the required plugins:
  • ITSM Virtual Agent Conversation Topics Lite (com.snc.itsm.virtualagent.lite) plugin

    Activates the read-only conversation topics for basic ITSM self-service.

  • The Service Management Virtual Agent Core (com.glideapp.sm_va_core) plugin

    Provides core functionality for Service Management Virtual Agent. This plugin is automatically activated with the ITSM Virtual Agent Conversation Topics Lite plugin.

Procedure

  1. Activate the ITSM Virtual Agent Conversation Topics Lite (com.snc.itsm.virtualagent.lite) plugin to access the pre-built ITSM Virtual Agent Lite conversation topics.
  2. Review the ITSM Self Service Lite read-only conversation topics in Virtual Agent Designer.
    1. Navigate to All > Conversational Interfaces > Virtual Agent > Designer.
    2. In the Category drop-down box, select ITSM Self Service Lite.
  3. Select an available topic to open it.
    The conversation topic template opens in Virtual Agent Designer.
  4. Select Inactive in the header bar, and slide the toggle switch to Active.
    Note: Deactivate a topic by selecting Active and sliding the toggle switch to the inactive position.
  5. Select Publish to publish the topic.
    Note: For details about activating and publishing conversation topics, see Getting started with Virtual Agent Designer.
  6. Test an active, published conversation topic, by selecting the topic you want to test in Virtual Agent Designer and selecting Test.