Exploring Conversational Interfaces Diagnostic Tool
Summarize
Summary of Exploring Conversational Interfaces Diagnostic Tool
The Conversational Interfaces Diagnostic Tool is designed for administrators to search, identify, and resolve issues related to conversational interfaces within ServiceNow. It is set up by technical support engineers who create and manage the necessary diagnostic category records and content. Admins with the appropriate roles can utilize the tool via the chat widget after activating the required plugin.
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Key Features
- Diagnostic Workflow: Admins describe the issue, prompting the tool to initiate a workflow that includes relevant diagnostic topics and blocks for effective troubleshooting.
- Knowledge Base Integration: The tool provides access to Knowledge Base articles related to the identified issues, with options to search for additional information.
- AI Search Filter: Enhances the diagnosis process by utilizing AI for better search capabilities.
- Support Options: Admins can download diagnostic support information and access contact information for Now Support if issues persist.
- Messaging Integration Support: Assists in diagnosing issues specifically related to messaging integrations like Microsoft Teams and Advanced Work Assignment configurations.
Key Outcomes
Using the Conversational Interfaces Diagnostic Tool enables admins to efficiently diagnose general errors, including system property issues and specific configuration challenges for Microsoft Teams and Advanced Work Assignment. As a result, admins can improve operational efficiency, ensure better communication, and resolve issues more effectively within their conversational interface systems.
The Conversational Interfaces Diagnostic Tool lets admins search for, identify, and resolve issues with conversational interfaces.
The Conversational Interfaces Diagnostic Tool lets admins search for, identify, and resolve issues with conversational interfaces.
Technical support engineers set up the Conversational Interfaces Diagnostic Tool on the server. Technical support engineers create and manage the Conversational Interfaces diagnostic category records and content that the Conversational Interfaces Diagnostic Tool uses.
After the technical support engineers create the diagnostic categories and content, admins can start using the Conversational Interfaces Diagnostic Tool on the chat widget. Admins must have the admin or virtual_agent_admin role.
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Conversational Interfaces Diagnostic Tool workflow
After you've described the issue you want to solve, the Conversational Interfaces Diagnostic Tool workflow begins using the relevant diagnostic topics and topic blocks. These topics and topic blocks are used for identifying, diagnosing, solving, and collecting data for the issue described.
- Prompts you for the required data, based on the issue you want to solve.
- Includes a list of Knowledge Base (KB) articles where you can find more information, as applicable. If you aren't finding the information you need, you can also search for additional KB articles.
- Gives you the option of downloading diagnostic support information.
- Lets you select another issue to solve.
The diagnostic workflow and the options and prompts you see correspond to the issue you are trying to diagnose and solve. The diagnostic workflow uses an AI Search filter as part of the diagnosis. For more information about AI Search and how to configure it, see Configuring AI Search.
The diagnostic topic block workflow also includes solutions for messaging integrations, such as Microsoft Teams. It also helps with Advanced Work Assignment configuration issues.
In the workflow, the admin describes the issue. The tool runs a health check and returns available troubleshooting information, as well as contact information for Now Support if the problem was not solved.
Conversational Interfaces Diagnostic Tool benefits
| Benefit | Feature | Users |
|---|---|---|
| Diagnose general errors, such as error messages and system property issues. | Diagnose Conversational Interfaces errors | Admins |
| Identify and solve Microsoft Teams configuration issues. | Diagnose Microsoft Teams configuration issues | Admins |
| Identify and resolve common Advanced Work Assignment (AWA) configuration issues. | Diagnose Advanced Work Assignment configuration issues | Admins |