Implement ITSM Virtual Agent to support and scale your IT organization by enabling a virtual agent chatbot to perform the less complicated, more common IT requests and incidents.
ITSM Virtual Agent liberates your technicians to concentrate on more challenging, demanding user requests and incidents.
This is a general overview of the Virtual Agent application. Read more about the Walk-up Experience via ServiceNow Documentation
Check into a walk-up queue and submit issues or requests online from a laptop, tablet, or mobile device.
Check into a walk-up queue and submit issues or requests at the physical location. For both authenticated and guest users
Participate in customer-satisfaction surveys both onsite at the walk-up location and via email.
Receive push and email notifications regarding walk-up interaction creation and assignment.
Integrates with other services such as Inventory Management
Use the domain separation feature to define which end users can access each location queue.
Reporting and dashboards
BASIC INSTALL and Configuration
Below describes a basic setup to get you started using Virtual Agent
Upgrade to London or later
Login as admin
Left Navigator Bar > Plugins
Glide Virtual Agent
Activate Conversation Plugins
This gives you example Virtual Agent topics. You’ll want to activate the conversation pack depending on your applications you want to supply Virtual Agent for:
Recommended: ITSM Virtual Agent Conversations [com.snc.itsm.virtualagent]
Customer Service Virtual Agent conversations [com.sn_csm.virtualagent]
Virtual Agent Conversations [com.sn_hr_virtual_agent)]
See more information on individual plugins in the ServiceNow Documentation: Activate Virtual Agent
Login as admin
In Left Navigation Bar > Collaboration > Virtual Agent > Designer
Click into each Topic you want to use
Repeat for each topic you want. ITSM Topics include:
Order an Item
Check IT Ticket Status
Create Change Request
My Assigned Equipment
Search Knowledge Base
Open IT Ticket
Virtual Agent WEB Client
After the Virtual Agent is installed. Check out the client.
I also made up a widget that embeds this client:
Service Portal Chat Widget
If you have customized your service portal, the Virtual Agent Service Portal Widget might not automatically be added.
Here is how you can add it to your portal.
Virtual Agent Branding
There are number of different branding properties to further customize the Virtual Agent.
These settings are more detailed after you get past the basic setup:
Configure the basic conversation settings and customer support contacts.
Use the Virtual Agent general settings to define the basic characteristics of a conversation, such as the welcome message and general error message displayed on all Virtual Agent clients.
Specify Live Agent chat queues.
Specify the chat queues used by live agents for support.
BEST WAY TO LEARN
Sign up for an account with developer.service-now.com, and follow this guide. You can try the Virtual Agent yourself. It really has potential for the future.