---
sourceDocument: Brazil Impact
sourceDocumentLink: https://www.servicenow.com/docs/r/impact

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Impact

ft:clusterId :

    - ipact

bundleId :

    - ipact


---

# TuneUp Your ServiceNow Otto for Virtual Agent

# TuneUp Your ServiceNow Otto for Virtual Agent {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
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## Summary of TuneUp Your ServiceNow Otto for Virtual Agent

The TuneUp Your ServiceNow Otto for Virtual Agent Accelerator is designed to help Impact customers optimize their use of ServiceNow Otto within Virtual Agent (VA).
It offers a hands-on demonstration of advanced Otto capabilities, providing insights into current usage and strategies to enhance user experience, efficiency, and response quality.
This Accelerator guides customers through analyzing usage data, identifying optimization opportunities, and implementing improvements to maximize the value of their investment.
Show full answer Show less  
This offering is available to customers with Impact Guided, Guided+ (SV or PG), Advanced, and Total packages, and requires that ServiceNow Otto for Virtual Agent is already deployed and actively in use.

## Prerequisites

* ServiceNow Otto for Virtual Agent deployed and actively used.
* Designated Virtual Agent or ServiceNow administrator.
* Completion of an initial Virtual Agent implementation (e.g., Jumpstart Your ServiceNow Otto for Virtual Agent or equivalent).
* Experience with AI Search (e.g., completion of Jumpstart Your AI Search or equivalent).

## What You Get

* **Session Preparation:** A Technical Accelerator Consultant provisions a temporary instance and activates necessary plugins.
* **Customer Coaching Session #1 (up to 1.5 hours):** Covers leading practices, reviews usage findings across AI Search, Conversational Catalog/LLM, Topics, Knowledge Deflection, Measurement, and Topics vs. Agents.
* **Customer Coaching Session #2 (optional, up to 1 hour):** Additional Q\&A session upon customer request.
* **Outputs:** 30-day access to the temporary instance and continued support from the Technical Accelerator Consultant, plus a copy of the Coaching Session Deck.

## Customer Roles and Responsibilities

Effective participation requires involvement from key customer roles:

* **Platform Owner:** Oversees platform accountability, governance, and alignment with business strategy.
* **System Administrator(s):** Maintains platform stability, handles application support, and manages configuration tasks.
* **Virtual Agent Admin(s):** Manages the Virtual Agent environment.
* **IT Service Desk Manager(s):** Provides subject matter expertise on IT Service Desk operations.
* **Subject Matter Experts:** Digital Experience or Automation Leads who monitor VA performance.
* **Trusted Service Partners:** Participate in coaching sessions to learn best practices and potentially support ongoing efforts.

## Important Notes

ServiceNow does not implement recommended configuration changes on customer instances, whether production or non-production. Customers are responsible for applying optimizations. Additional legal terms, prerequisites, and exclusions are detailed in the Impact Accelerator Terms Matrix.  
This Accelerator provides prescriptive guidance on fine-tuning your <var class="keyword varname">ServiceNow Otto for Virtual Agent</var>

## Accelerator Overview {#tuneup-now-assist-virtual-agent__section_accelerator_overview}

TuneUp Your <var class="keyword varname">ServiceNow Otto for Virtual Agent</var> provides Impact customers with an applied demonstration of advanced <var class="keyword varname">ServiceNow Otto</var> capabilities and features for Virtual Agent (VA). Participants gain insights into how their <var class="keyword varname">Now Assist for Virtual Agent.</var> is currently being used, along with strategies to improve experience, efficiency, and response quality.

This offering also includes key resources and leading practice guidance on:  
* analyzing usage data
* identifying optimization opportunities
* implementing improvements to drive better outcomes and maximize the value of their <var class="keyword varname">ServiceNow Otto for Virtual Agent</var> investment.

## Package Availability {#tuneup-now-assist-virtual-agent__id_sbt_55l_bjc}

Note:  
This Accelerator is available for Impact Guided, Guided+ (SV or PG), Advanced, and Total packages.

## Prerequisites {#tuneup-now-assist-virtual-agent__section_prerequisites}

* <var class="keyword varname">ServiceNow Otto for Virtual Agent</var> deployed and actively in use.
* An identified Virtual Agent admin or ServiceNow admin.
* Completion of an initial Virtual Agent implementation (for example, Jumpstart Your <var class="keyword varname">ServiceNow Otto for Virtual Agent</var> or equivalent).
* Experience with AI Search (for example, completed [Jumpstart Your AI Search](https://www.servicenow.com/docs/O9TyMK43txTZuyhB6qwA6A "This Accelerator provides guidance on enabling and configuring AI Search.") or equivalent).
{#tuneup-now-assist-virtual-agent__ul_prerequisites}

## What You Get {#tuneup-now-assist-virtual-agent__section_what_you_get}

Session Preparation
:   The Technical Accelerator Consultant:

    * Provisions a temporary instance.
    * Activates and configures related plugins.
    {#tuneup-now-assist-virtual-agent__ul_session_prep}

Customer Coaching Session #1 (up to 1.5 hours)
:
    * Review <var class="keyword varname">ServiceNow Otto for Virtual Agent</var> leading practices.
    * Overview of usage findings:
      * AI Search
      * Conversational Catalog / LLM Topics
      * Knowledge
      * Deflection Measurement
      * Topics vs. Agents
      {#tuneup-now-assist-virtual-agent__ul_usage_findings}
    {#tuneup-now-assist-virtual-agent__ul_coaching_session_1}

Customer Coaching Session #2 (Optional on Customer request --- up to 1 hour)
:   Opportunity for Q\&A related to <var class="keyword varname">ServiceNow Otto for Virtual Agent</var>.

Outputs
:
    * 30-day access to the temporary instance and Technical Accelerator Consultant with whom you met for any further questions or in-depth explorations.
    * Copy of the Coaching Session Deck.
    {#tuneup-now-assist-virtual-agent__ul_outputs}

## Requested Customer Resources {#tuneup-now-assist-virtual-agent__section_requested_customer_resources}

{#tuneup-now-assist-virtual-agent__table_customer_resources__entry__4}

| Customer Resource | Responsibilities | Required | Recommended |
|:-|:-|:-:|:-:|
| Platform Owner | Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. |   | ✓ |
| System administrator(s) | Responsible for maintaining the stability and usability of the ServiceNow platform by performing application maintenance, managing support for Cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features. | ✓ |   |
| Virtual Agent admin(s) | Maintains the Virtual Agent (VA). | ✓ |   |
| IT Service Desk Manager(s) | Subject matter expert responsible for managing IT Service Desk. |   | ✓ |
| Subject Matter Expert(s) | Digital Experience or Automation Leads overseeing VA performance. |   | ✓ |
| Trusted Service Partners | Attend ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support the customer going forward. |   | ✓ |
[Table 1. Customer resource and responsibilities]

{#tuneup-now-assist-virtual-agent__table_customer_resources}

## Requested Information/Access {#tuneup-now-assist-virtual-agent__id_erl_wzs_kkc}

Note:  
Additional details on supplemental legal terms, prerequisites, specifications, requirements, and exclusions can be found in the [Impact Accelerator Terms Matrix](https://www.servicenow.com/legal/servicenow-impact.html).

## Exclusions {#tuneup-now-assist-virtual-agent__id_kmr_yzs_kkc}

ServiceNow is not responsible for implementing any of the recommended configuration changes on Customer's non-production or production instances.