Topic Recommendations cards

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Topic Recommendations cards

    Topic Recommendations cards in ServiceNow Virtual Agent display suggested topics and user intents with statuses that help you track and manage them effectively. These cards provide a clear visual indication of each recommendation’s current state, enabling better decision-making regarding their adoption and improvement.

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    Key Features

    • Card Statuses: Each recommendation card has a status that reflects its stage in the Virtual Agent lifecycle:
      • New: Never added to Virtual Agent, indicated by a dark gray border.
      • Active: Added and published in Virtual Agent, shown with a green border. Persistent recommendations may require topic improvement.
      • Inactive: Added but never published or linked to unpublished topics, marked by a light gray border. Such topics should be published to become active.
      • Hidden: Not added to Virtual Agent and marked hidden from aggregate views.
    • Overlay Cards: Clicking on a recommendation card and then the info icon opens an overlay card with detailed insights including:
      • Estimated Virtual Agent resolution time per contact (in minutes)
      • User contact channel (e.g., phone, email)
      • Assignment group handling the ticket
      • Languages of users involved
      • Topic completion graph for active topics showing performance over time
      • Status details and actionable suggestions (e.g., add as new topic, link to existing topic)
      • Information about linked or added topics with date details and direct links to Assistant Designer Asset library for easy management

    Practical Use for ServiceNow Customers

    This feature enables ServiceNow customers to efficiently identify, evaluate, and manage recommended topics and intents within Virtual Agent by providing a clear status overview and detailed contextual information. By leveraging these cards, customers can improve their Virtual Agent’s coverage, monitor unresolved or underperforming topics, and make informed decisions to enhance user support experiences.

    Recommended topic and intent cards display the status of the recommendation, allowing you to track them more easily over time.

    Card status

    Topic and intent recommendations appear as cards. The status lets you know what action has been taken, if any, for each recommendation.

    Figure 1. Example intent recommendation cards
    Intent recommendations with various statuses.
    Table 1. Topic and intent card statuses
    Status Description
    New Topic or intent has never been added to Virtual Agent.

    Cards with New status have a dark gray border.
    Active Topic or intent was added to Virtual Agent or linked to an existing topic and published.

    Cards with Active status have a green border.

    If you keep getting recommendations for an Active topic, it probably needs improvement.
    Inactive Topic or intent was added to Virtual Agent but never published, or it was linked to an existing, unpublished topic.

    Cards with Inactive status have a light gray border.

    If you keep getting recommendations for an Inactive topic, take steps to publish it and make it active.
    Hidden Topic or intent was not added to Virtual Agent, but it was marked as hidden from the aggregate view and has a status of Hidden.

    Overlay cards

    To get more details about a pre-built topic or user intent, select the recommendation card, and then click the info icon to open an overlay card.

    The overlay card includes a description of the pre-built topic or user intent and the following information, which can provide insight into why the topic or intent was recommended.
    Label Description
    Per contact, VA could save How long it takes for Virtual Agent to resolve an intent (displayed in minutes).
    How they contacted you The way in which users engaged with support. For example, phone or email.
    Who handled the ticket The assignment group.
    Language The languages of users interacting with support for this issue.
    Topic completion Graph that shows a snapshot of topic completion over a window of time. This information displays for active topics only.
    Status area
    This section displays one of the following statuses.
    How to apply this recommendation Suggestions for an unused recommendation.
    You can do one of the following:
    Added topic recommendation Displays the name of the topic that was added for the recommendation, as well as the date when it was added.

    Click the open link icon Open link icon. to view the topic in Assistant Designer Asset library.
    Linked topic Displays the name of the topic that was linked, as well as the date when the recommendation was linked.

    Click the open link icon Open link icon. to view the associated topic in Assistant Designer Asset library. You can also unlink the topic from the recommendation.
    Figure 2. Example overlay card
    An overlay card for a topic that has not been added but can be linked to an existing topic.