Configure the questions for conversational demand creation

Add or modify an existing question for creating a demand through Agent assist in Virtual Agent using the conversational experience.

Before you begin

• Verify that AI Search is installed and provisioned for your instance by navigating to All > AI Search > AI Search Status.
• ServiceNow Otto for Virtual Agent is set up. See Configuring assistants overview.
• Verify the following plugins are install.
  • ServiceNow Otto for Platform (v4.0.2)
  • ServiceNow Otto for IT Service Management (ITSM)
• Configure ServiceNow Otto in Conversational Catalog Request. See Configure Now Assist in Conversational Catalog Request

Role required: admin or catalog_admin

About this task

Note:

If Microsoft Teams and Mobile are enabled as a display location for ServiceNow Otto for Virtual Agent, you can use the conversational experience to create a demand in those applications too.

Procedure

1. Navigate to All > Service Catalog > Catalog Administration > Conversational catalog overview.
2. Select the Create a New Demand catalog item.
3. Identify any unsupported conversational catalog item question types and suggestions to make them conversational by selecting ServiceNow Otto for Virtual Agent.
   For information on unsupported fields, see Configure Now Assist in Conversational Catalog Request.
4. Select Edit in advanced view.
5. Review the existing questions in the Variables related list and add or modify questions.