Topic Recommendations cards

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Topic Recommendations cards

    Topic Recommendations cards in the Zurich release provide ServiceNow customers with an intuitive way to track and manage topic and intent recommendations for Virtual Agent. These cards display the status of each recommendation, helping you monitor actions taken and prioritize improvements over time.

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    Card Statuses

    Each recommendation card reflects its current status through distinct border colors, indicating the stage of the topic or intent in Virtual Agent:

    • New: Topic or intent has never been added; marked with a dark gray border.
    • Active: Topic or intent has been added or linked and published; marked with a green border. Repeated recommendations for active topics suggest they may need refinement.
    • Inactive: Added or linked but never published; marked with a light gray border. Persistent inactive recommendations indicate a need to publish and activate these topics.
    • Hidden: Not added but marked hidden from aggregate view.

    Overlay Cards for Details

    Selecting a recommendation card and clicking the info icon opens an overlay card with detailed insights about the pre-built topic or user intent, including:

    • Per contact, VA could save: Average resolution time in minutes.
    • How they contacted you: User engagement channels such as phone or email.
    • Who handled the ticket: Assignment group responsible.
    • Language: Languages of users interacting on this issue.
    • Topic completion: Graph showing completion trends over time (for active topics).

    The overlay also includes a status area with actionable suggestions for unused recommendations, such as adding the topic to Virtual Agent or linking it to an existing topic.

    Managing Recommendations

    You can add new topics directly from recommendations, link them to existing topics, or unlink them if needed. The overlay card displays the associated topic’s name, date added or linked, and provides a direct link to open the topic in Virtual Agent Designer, streamlining management and improvement workflows.

    Recommended topic and intent cards display the status of the recommendation, allowing you to track them more easily over time.

    Card status

    Topic and intent recommendations appear as cards. The status lets you know what action has been taken, if any, for each recommendation.

    Figure 1. Example intent recommendation cards
    Intent recommendations with various statuses.
    Table 1. Topic and intent card statuses
    Status Description
    New Topic or intent has never been added to Virtual Agent.

    Cards with New status have a dark gray border.
    Active Topic or intent was added to Virtual Agent or linked to an existing topic and published.

    Cards with Active status have a green border.

    If you keep getting recommendations for an Active topic, it probably needs improvement.
    Inactive Topic or intent was added to Virtual Agent but never published, or it was linked to an existing, unpublished topic.

    Cards with Inactive status have a light gray border.

    If you keep getting recommendations for an Inactive topic, take steps to publish it and make it active.
    Hidden Topic or intent was not added to Virtual Agent, but it was marked as hidden from the aggregate view and has a status of Hidden.

    Overlay cards

    To get more details about a pre-built topic or user intent, select the recommendation card, and then click the info icon to open an overlay card.

    The overlay card includes a description of the pre-built topic or user intent and the following information, which can provide insight into why the topic or intent was recommended.
    Label Description
    Per contact, VA could save How long it takes for Virtual Agent to resolve an intent (displayed in minutes).
    How they contacted you The way in which users engaged with support. For example, phone or email.
    Who handled the ticket The assignment group.
    Language The languages of users interacting with support for this issue.
    Topic completion Graph that shows a snapshot of topic completion over a window of time. This information displays for active topics only.
    Status area
    This section displays one of the following statuses.
    How to apply this recommendation Suggestions for an unused recommendation.
    You can do one of the following:
    Added topic recommendation Displays the name of the topic that was added for the recommendation, as well as the date when it was added.

    Click the open link icon Open link icon. to view the topic in Virtual Agent Designer.
    Linked topic Displays the name of the topic that was linked, as well as the date when the recommendation was linked.

    Click the open link icon Open link icon. to view the associated topic in Virtual Agent Designer. You can also unlink the topic from the recommendation.
    Figure 2. Example overlay card
    An overlay card for a topic that has not been added but can be linked to an existing topic.