---
sourceDocument: Australia Public Sector
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/government-industry

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Public Sector

ft:clusterId :

    - gvin

bundleId :

    - gvin

workflow :

    - Customer and Industry


---

# Virtual Agent

# Configure Virtual Agent for Public Sector Digital Services {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
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## Summary of Configure Virtual Agent for Public Sector Digital Services

ServiceNow's Virtual Agent for Public Sector Digital Services enables conversation designers and admins to create and modify automated chatbot conversations tailored for public sector use cases.
It facilitates constituents in completing common self-service tasks through predefined government service topics on the Government Service Portal.
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To use these capabilities, the core Virtual Agent plugin must be activated along with relevant public sector applications and plugins.

## Prerequisites and Setup

* Activate the Glide Virtual Agent plugin (com.glide.cs.chatbot) for platform topics and access to Virtual Agent Designer.
* Activate the Customer Service Virtual Agent plugin (com.sncsm.virtualagent) for prebuilt customer service conversations and topic blocks.
* Install the Public Sector Digital Services Core application for access to public sector-specific topic blocks.
* Install additional applications like Service Request Administration and License and Permit Administration for prebuilt public sector topics such as "Create a Service Request" and "Start a License/Permit Application."
* Familiarize yourself with Virtual Agent Designer to create, modify, and publish conversation topics.

## Configuring Conversations

Admins and topic authors with the **virtualagentadmin** role can deploy both prebuilt and custom conversation topics. Topic blocks act as reusable subflows that perform common conversation functions like adding or retrieving records, which streamlines conversation design and maintenance.

* Enable Agent Chat in the Government Service Portal by activating the GSP Chat record.
* Use Virtual Agent Designer to find and activate relevant topic blocks such as "Create a Service Request" or "Start a License/Permit Application."
* Publish topics to make them available to constituents via the portal.

## Example Public Sector Topic Blocks

* **Prompt Service for Constituent:** Allows constituents to select a government service type (e.g., permits, licenses). Requires the Customer Service Virtual Agent Conversations plugin.
* **Create Public Sector Additional Members:** Enables constituents to specify other authorized individuals who can view a case or issue. Also requires the Customer Service Virtual Agent Conversations plugin.

These topic blocks accept input parameters, such as case IDs and case types, which are passed from the calling conversation to support dynamic, context-aware interactions.

## What This Enables

By configuring Virtual Agent for public sector digital services, ServiceNow customers can rapidly deploy tailored, reusable chatbot conversations that reduce manual effort and improve constituent self-service experiences on government portals. Leveraging prebuilt topic blocks and conversations accelerates implementation, while customization options ensure alignment with unique organizational processes.  
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 {#psds-configuring-va__section_hz5_ssc_jvb}

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 Administration 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.
{#psds-configuring-va__ul_qzf_s5c_jvb}  
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:

* [Activate the Glide Virtual Agent plugin](https://www.servicenow.com/docs/access?context=activate-virtual-agent&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) (com.glide.cs.chatbot) to access platform topics and topic blocks and run Virtual Agent Designer.
* Activate the Customer Service Virtual Agent plugin (com.sn_csm.virtualagent) to access prebuilt Customer Service Management conversations and topic blocks.
* [Become familiar with Virtual Agent Designer](https://www.servicenow.com/docs/access?context=conversation-designer-virtual-agent&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) to create and update conversation topics.
* [Install Public Sector Digital Services Core](https://www.servicenow.com/docs/pNSNfJQX7xHgu4vpk5zTDw "You can install the Public Sector Digital Services Core application (sn_gsm) if you have an admin role. The application includes demo data.") application to access public sector topic blocks that can be used in public sector conversations.
* [Install Service Request Administration for Public Sector Digital Services](https://www.servicenow.com/docs/aPFWmnIa0LeGdun_bO1eOA "If you have the admin role, you can install the Service Request Administration application (sn_gsm_srvc_req).The application includes demo data and installs any related ServiceNow Store applications and plugins that aren’t already installed.") to access the prebuilt topic, Create a Service Request.
* [Install License and Permit Administration for Public Sector Digital Services](https://www.servicenow.com/docs/2B2DWI8hLmg35QdoaIts8Q "You can install the License and Permit Administration application (sn_gsm_lic_prmt) if you have the admin role.The application includes demo data and installs related ServiceNow Store applications and plug-ins if they aren’t already installed.") to access the prebuilt topic, Start a License/Permit Application.
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## Configure Virtual Agent conversations for public sector users {#psds-configuring-va__section_rrl_2vm_gvb}

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 Administration 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.
   {#psds-configuring-va__ol_twb_cj2_jvb}
2. In Virtual Agent Designer, search for the corresponding topic block.
   * For Service Request Administration requests, search for and select Create a Service Request.
   * For License and Permit Administration requests, search for and select Start a License/Permit Application. For more information, see [Configure Virtual Agent for License and Permit Administration](https://www.servicenow.com/docs/XKxqu1D73fzW4Cr7sdMvvA "The License and Permit Administration includes Virtual Agent (VA) capabilities. Virtual Agent functionality allows constituents to serve themselves by engaging with a messaging interface, featuring pre-built conversations powered by artificial intelligence. Constituents can utilize the Virtual Agent to initiate new license/permit applications, access existing applications, check application status, and more.").
   {#psds-configuring-va__ul_nrz_dqf_pzb}
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 .
{#psds-configuring-va__ol_ck5_2k1_jvb}

For more information on working with topics in Virtual Agent Designer, see [Getting Started with Virtual Agent Designer](https://www.servicenow.com/docs/access?context=conversation-designer-virtual-agent&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).

## Example Virtual Agent topics {#psds-configuring-va__section_tzs_fws_d1c}

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.
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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.{#psds-configuring-va__table_g4n_lhh_3tb__entry__2}

    | Parameter | Description |
    |-|-|
    | case_id | Sys_id of the public sector case record created. |
    | case_type | Extension of the base public sector service. |
    [Table 1. Public Sector Additional Members input parameters]

    {#psds-configuring-va__table_g4n_lhh_3tb}

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