Configure Virtual Agent for Public Sector Digital Services

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Configure Virtual Agent for Public Sector Digital Services

    This guide explains how ServiceNow customers can configure the Virtual Agent specifically for public sector digital services. It enables conversation designers to create and modify automated chatbot conversations tailored for government-related use cases, helping constituents complete common self-service tasks through the Government Service Portal. The configuration relies on activating necessary plugins and installing relevant applications that provide prebuilt conversation topics and topic blocks for public sector scenarios.

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    Prerequisites and Setup

    • Activate the Glide Virtual Agent plugin (com.glide.cs.chatbot) to access platform topics and use Virtual Agent Designer.
    • Activate the Customer Service Virtual Agent plugin (com.sncsm.virtualagent) for prebuilt Customer Service Management conversations and topic blocks.
    • Install the Public Sector Digital Services Core application to access public sector-specific topic blocks.
    • Install the Service Request Playbook for Public Sector Digital Services for the prebuilt “Create a Service Request” topic.
    • Install the License and Permit Playbook for Public Sector Digital Services for the “Start a License/Permit Application” topic.
    • Ensure conversation designers have the virtualagentadmin role to build or customize topics.

    Configuring Conversations

    Admins and topic authors can deploy both prebuilt and custom conversation topics that use topic blocks—reusable subflows that perform common conversational functions like adding or retrieving records. This modular approach simplifies conversation design and maintenance.

    To enable Virtual Agent for public sector users:

    • Activate Agent Chat in the Government Service Portal by navigating to All > Service Portal > Agent Chat and enabling the “GSP Chat” record.
    • Use Virtual Agent Designer to locate and publish relevant topic blocks, such as “Create a Service Request” or “Start a License/Permit Application,” making them active and available to end users.

    Example Public Sector Topic Blocks

    The Public Sector Digital Services Core application provides foundational topic blocks including:

    • Prompt Service for Constituent: Asks users to select a government service type (e.g., permits, licenses).
    • Create Public Sector Additional Members: Allows constituents to add authorized individuals who can view a case or issue, specifying parameters like case ID and case type.

    These topic blocks require activation of the Customer Service Virtual Agent Conversations plugin and can be integrated into conversations to streamline constituent interactions.

    Key Benefits

    • Leverages prebuilt government service topics and reusable topic blocks to accelerate Virtual Agent deployment.
    • Simplifies the creation and modification of chatbot conversations tailored to public sector constituent needs.
    • Enhances self-service capabilities via the Government Service Portal, improving user experience and operational efficiency.

    Set up ServiceNow® Virtual Agent so that conversation designers (topic authors) can create and modify automated conversations for public sector use cases. Virtual Agent for Public Sector Digital Services also helps your constituents complete common self-service tasks on the Government Service Portal with predefined Government Service Virtual Agent topics (chatbot conversations).

    Note:
    The Virtual Agent plugin (com.glide.cs.chatbot) must be activated.

    What to do before building Virtual Agent topics for public sector use cases

    As admins or topic authors (users with the virtual_agent_admin role), you can do the following with Virtual Agent:
    • Use prebuilt conversations and topic blocks (components that run subflows or common functions in a conversation). Prebuilt conversations and topic blocks are available with the Virtual Agent platform, Customer Service Virtual Agent Conversations plugin (com.sn_csm.virtualagent), and Service Request Playbook application. Prebuilt Public Sector topic blocks are available with the Public Sector Digital Services Core application.
    • Build your own custom, public sector conversation topics. You can duplicate prebuilt topics and topic blocks and then customize them as needed.
    Before you or your topic authors (users with the virtual_agent_admin role) create or modify Virtual Agent conversations, meet the following prerequisites for working with prebuilt topics and topic blocks in Virtual Agent Designer:

    Configure Virtual Agent conversations for public sector users

    As admins or topic authors (users with the virtual_agent_admin role), you can deploy prebuilt conversation topics to your end users, such as the Create a Service Request topic provided with the Service Request Playbook application, as well as custom conversation topics that you create.

    These blocks are subflows that run conversational elements or common tasks in a conversation, such as adding or retrieving records. Topic blocks enable topic authors to add standard functions to Virtual Agent conversations, simplifying conversation design and maintenance.

    1. Configure Agent Chat in the Government Service Portal.
      1. Navigate to All >Service Portal >Agent Chat.
      2. Locate GSP Chat, and select the check box to set the record to Active.
    2. In Virtual Agent Designer, search for the corresponding topic block.
    3. Select Publish to set the topic block to Active and make it available to your end users. For more information on creating and publishing Virtual Agent topics, see Publish a Virtual Agent topic.

    For more information on working with topics in Virtual Agent Designer, see Getting Started with Virtual Agent Designer.

    Example Virtual Agent topics

    The Public Sector Digital Services Core application provides several base system topic blocks that you can use in public sector conversations:
    • Prompt Service for Constituent – Asks constituents to select a type of government service.
    • Create Public Sector Additional Members – Prompts constituents to add other persons who have an authorized interest in an issue or case.
    Prompt Service for Constituent topic block

    Use this topic block in a conversation to ask constituents to select a service from a list of available government services, for example permits or licenses. Activate the Customer Service Virtual Agent Conversations (com.sn_csm.virtualagent) plugin to use this topic block.

    Create Public Sector Additional Members topic block

    Use this topic block to let your constituents specify other people, such as family members or other authorized individuals, who can view a case or issue. Activate the Customer Service Virtual Agent Conversations (com.sn_csm.virtualagent) plugin to use this topic block.

    When you use this topic block in a conversation, you specify the input parameters from the originating (calling) topic to the topic block.
    Table 1. Public Sector Additional Members input parameters
    Parameter Description

    case_id

    		 Sys_id of the public sector case record created.

    case_type

    		 Extension of the base public sector service.

    To learn more about topic blocks and how to use them in Virtual Agent conversations, see Maximizing code reuse with topic blocks