Exploring Conversational Interfaces Diagnostic Tool

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Exploring Conversational Interfaces Diagnostic Tool

    The Conversational Interfaces Diagnostic Tool enables administrators to efficiently search for, identify, and resolve issues related to conversational interfaces within ServiceNow. It supports both Virtual Agent and Virtual Agent Lite environments, streamlining troubleshooting by guiding admins through a diagnostic workflow tailored to specific problems.

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    Before use, the Conversational Interfaces - Diagnostics plugin (sncidiagnostics) must be activated from the ServiceNow Store. Technical support engineers prepare the tool by setting up diagnostic categories and content, after which admins with the admin or virtualagentadmin roles can access the tool via the chat widget.

    Key Features

    • Diagnostic Workflow: Admins describe the issue, and the tool runs health checks, prompts for required data, and provides troubleshooting information.
    • Knowledge Base Integration: Offers a list of relevant KB articles for additional information, with the ability to search further if needed.
    • Downloadable Diagnostic Data: Admins can download support information to assist with issue resolution.
    • AI Search Filter: Utilizes AI Search to enhance diagnosis capabilities.
    • Support for Messaging Integrations: Includes solutions for Microsoft Teams configuration issues.
    • Advanced Work Assignment (AWA) Support: Helps diagnose and resolve common AWA configuration problems.
    • Contact Support Information: Provides Now Support contact details if issues remain unresolved.

    Key Outcomes

    • Admins can quickly diagnose general conversational interface errors, such as error messages and system property problems.
    • Microsoft Teams integration issues are identified and resolved efficiently.
    • Common Advanced Work Assignment configuration issues are detected and addressed.
    • The tool enhances problem-solving productivity by combining diagnostic workflows with AI-powered search and comprehensive knowledge base resources.

    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.

    The Conversational Interfaces Diagnostic Tool is available for both Virtual Agent and Virtual Agent Lite.
    Note:
    Before using the Conversational Interfaces Diagnostic Tool, admins must activate the Conversational Interfaces - Diagnostics plugin (sn_ci_diagnostics) available on the ServiceNow® Store store.

    Request apps on the Store

    Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    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.

    For example, the diagnostic workflow does the following:
    • 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.

    Figure 1. Conversational Interfaces Diagnostic Tool workflow
    Conversational Interfaces Diagnostic Tool workflow, in which the admin describes the issue. The tool runs a health check and returns available troubleshooting information.

    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