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

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Public Sector

ft:clusterId :

    - gvin

bundleId :

    - gvin

workflow :

    - Customer and Industry


---

# Using Virtual Agent

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

* Release version: Yokohama
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Using Virtual Agent for Public Sector Digital Services

ServiceNow Virtual Agent for Public Sector Digital Services enables administrators to create and customize chatbot conversations tailored specifically for public sector use cases.
This subscription-based solution helps constituents perform self-service tasks, such as submitting government service cases or finding information on regulations and benefits.
Admins or topic authors can either build custom conversation topics or modify pre-built conversations available through the Virtual Agent platform and Customer Service Virtual Agent Conversations plugin.
Show full answer Show less  

## Key Features

* **Pre-built Conversations and Topic Blocks:** Use and customize existing conversation topics and reusable subflow components called topic blocks, which simplify conversation design by handling common tasks like adding or retrieving records.
* **Public Sector Specific Topic Blocks:**
  * **Prompt Service for Constituent:** Asks constituents to select from a list of government services (e.g., permits, licenses).
  * **Create Public Sector Additional Members:** Allows constituents to add authorized individuals (such as family members) to view or be involved in a case.
* **Integration Requirements:** Activation of the Customer Service Virtual Agent Conversations plugin (com.sncsm.virtualagent) is required to access and use these pre-built conversations and topic blocks.

## Practical Guidance for Building Conversations

* Identify public sector use cases to address with Virtual Agent topics.
* Use Virtual Agent Designer to preview and test pre-built topics and topic blocks before customizing or publishing.
* Duplicate pre-built topics and topic blocks to modify and publish them for your environment.
* Add appropriate topic blocks to calling topics to efficiently build conversations leveraging reusable components.
* Specify input parameters such as **caseid** and **casetype** when integrating the Public Sector Additional Members topic block, to link constituent input to case records.

## Benefits for ServiceNow Customers

By leveraging Virtual Agent for Public Sector Digital Services, your organization can quickly deploy conversational self-service tools that improve constituent engagement and streamline case handling. Utilizing pre-built components reduces development time and complexity, while customization options ensure conversations meet your specific public sector requirements. Activation of the necessary plugins and adherence to the recommended process ensures a smooth implementation experience.  
As an admin, you can use Virtual Agent to create chatbot conversations tailored to public sector use cases.

With Virtual Agent for Public Sector Digital Services, which is available by subscription, you can build conversation topics that assist your constituents with self-service tasks. For example, you can create Virtual Agent topics that enable constituents to submit government service cases or help them find relevant information on government regulations or benefits.

As admins or topic authors, you can build your own custom, public sector conversation topics.
Or, you can use pre-built conversations that are available with the Virtual Agent
platform and Customer Service
Virtual Agent Conversations plugin (com.sn_csm.virtualagent) and modify them for
public sector use cases.

When you're creating or modifying topics, you can also use pre-built components called
topic blocks. These blocks are subflows that run conversational elements or common
tasks in a conversation, such as adding or retrieving records. Pre-built topic blocks are
included with the Virtual Agent platform and Customer Service
conversations. Topic blocks enable topic authors to quickly add standard functions to Virtual Agent conversations, simplifying conversation design and maintenance.  
The Public Sector Digital Services Core application provides several 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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To learn more about topic blocks and how to use them in Virtual Agent
conversations, see [Maximizing code reuse with topic
blocks](https://www.servicenow.com/docs/access?context=topic-blocks-overview&version=yokohama&pubname=yokohama-conversational-interfaces&ft:locale=en-US).

## Before building Virtual Agent topics for public sector use cases {#using-va-for-public-sector-digital-services__section_pcl_23j_jtb}

Before creating Virtual Agent conversations, review the following prerequisites and the basic process for working with pre-built topics and topic blocks in Virtual Agent Designer.

* [Activate the Customer Service Virtual
  Agent Conversations plugin](https://www.servicenow.com/docs/access?context=activate-virtual-agent-csm&version=yokohama&pubname=yokohama-customer-service-management&ft:locale=en-US) (com.sn_csm.virtualagent) to access pre-built Customer Service conversations and topic blocks.
* Determine the public sector use cases for topics to be created.
* In Virtual Agent Designer:
  * [Preview (test) pre-built topics and
    topic blocks](https://www.servicenow.com/docs/access?context=va-designer-testing&version=yokohama&pubname=yokohama-conversational-interfaces&ft:locale=en-US), such as the public sector blocks, to see how they work. Use the Type filter to sort the list of items, such as topic blocks, in the Topics page.
  * If you want to use a pre-built topic or topic block, [duplicate](https://www.servicenow.com/docs/access?context=duplicate-virtual-agent-topic&version=yokohama&pubname=yokohama-conversational-interfaces&ft:locale=en-US) and [publish](https://www.servicenow.com/docs/access?context=publish-virtual-agent-topic&version=yokohama&pubname=yokohama-conversational-interfaces&ft:locale=en-US) it.
  * Add the appropriate copies of topic blocks, such as the public sector topic blocks, to the originating (calling) topic. To learn more about adding topic blocks to a conversation, see [Add a reusable topic block to a calling
    topic or topic block](https://www.servicenow.com/docs/access?context=add-topic-blocks-to-topic&version=yokohama&pubname=yokohama-conversational-interfaces&ft:locale=en-US)  
    Note:  
    You can use both public sector topic blocks in a conversation.
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## Prompt Service for Constituent topic block {#using-va-for-public-sector-digital-services__section_szc_wbh_3tb}

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.  
Figure 1. Example of prompt for services

## Create Public Sector Additional Members topic block {#using-va-for-public-sector-digital-services__section_wrn_y2h_3tb}

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.  
Figure 2. Example prompts for adding members to a government service case  
When you use this topic block in a conversation, you specify the input parameters from the originating (calling) topic to the topic block.{#using-va-for-public-sector-digital-services__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]

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