---
sourceDocument: Zurich Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/employee-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Create a universal request using Virtual Agent

# Create a universal request using Virtual Agent {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Create a universal request with the help of Virtual Agent. You can
access the Virtual Agent using the chat option in the search page of Service Portal.

## Before you begin

Role required: none

## Procedure

1. On the portal home page, search for your query in the search bar.
2. In the Contact us for help section, select Chat.
3. Describe your request.
4. Select whether your request contains sensitive information.  
   If your request contains sensitive information, the Virtual Agent can detect that. It can mark your request as sensitive. For a sample Virtual Agent conversation, see [Universal Request Virtual Agent conversation flows](https://www.servicenow.com/docs/b3Fc6~zeYnBe3PWIRiNlxw "Universal Request Virtual Agent includes several predefined topic conversations that you can use to resolve common tasks on your universal requests.").
5. If prompted, select the department.
{#ur-create-ur-using-va__steps_rhm_1xd_tpb}

## Result

A universal request is created for your issue.