Customize a Now Assist Virtual Agent topic

Copy and customize a core ITSM Virtual Agent topic and use that topic to track the status of common IT-related tasks using Now Assist.

Before you begin

Role required: sn_nowassist_admin.nsa_admin

Procedure

1. Navigate to All > Conversational Interfaces > Virtual Agent > Designer.
2. Select a topic template.

   Table 1. Available Core ITSM topic templates

   Template	Usage
   Check IT Ticket Status (Template)-LLM	Check the status and progress of IT tickets and incidents.
   Escalate IT Ticket (Template)-LLM	Escalate an IT ticket or incident that's already open or by reopening a closed one.
   Open IT Ticket (Template)-LLM	Create an IT ticket or incident.
   Service Disruptions (Template)-LLM	Check the status of outages or service disruptions.

3. Select a template for a topic to track the status.
   Note:

   The images show an example of the Service Disruption flow. You can follow the same actions for any core ITSM topic template.
4. Select the Topic actions icon at the top-right corner of the screen and select Duplicate.

   

5. In the Name field, enter the name for the topic you want to use for the summarization.

   

6. Select Save.
7. In the topic you've duplicated, select the Properties tab.

   

8. Optional: Enable the following check boxes:
   • Now Assist in Virtual Agent (default).
   • Default Now Assist Panel - Platform.
9. Select Save.
10. Select Publish.
    Note:

    If you have multiple topics to summarize the same skill, you can unpublish the ones that you do not intend to use.