ITSM Virtual Agent includes several predefined topic conversations
designed to help your users complete common IT-related tasks, such as resetting a password and
creating an incident.
ITSM Virtual Agent predefined Fulfiller category topic
conversations
- Identify Scheduled Changes
- Users with the itil role can find upcoming change requests for a specific
configuration item (CI). To see the change requests, users must type in the name of
the configuration item that contains the changes.
- Create Change Request
-
Users with the itil role can create change requests using a client of choice, such
as Slack. Users indicate the type of change request (Normal,
Standard, or Emergency). Change type
definitions are provided by the virtual agent.
For normal and emergency change requests, the virtual agent prompts the user to
enter the following criteria:
- Short description
- Justification
- Configuration item
- Assignment group
- Planned start date
- Planned end date
For standard change requests, the virtual agent sends a carousel link to a catalog
of standard change items. After the user selects an item, the virtual agent provides
a link to open the associated category page to request the change.
- Resolve Incident
-
Users with the itil role can resolve an incident through support chat by providing
a close code, for example, Solved (Permanently) or
Solved (Workaround), and resolution notes.
- Create Problem
- Users with the itil role can create problem records. Users provide a description of
the problem and specify the urgency and the impact of the problem. Users need to know
and enter the associated problematic configuration item as well.
- Update Assigned Task
- Users with the itil role can update comments or work notes in assigned tasks. When a
user wants to update a task, the virtual agent returns a list of all assigned tasks
and asks which task the user wants to update. Users can select a single listed task to
update or select All to load and update all assigned tasks. The
virtual agent then asks if the user wants to add a comment, a work note, or both.
Optionally, users can cancel the update.
- Identify Available Change Windows
-
Users with the itil role can check the next available change window for a
configuration item. For example, you can determine the next available change window
for a specific asset assigned to a user, in regards to maintenance or black-out
calendars. Users must enter the configuration item to check, such as
PROmonitor, and then select a planned start and end date
and time.
- Update Change Request
- Users with the itil role can update the actual start and end time of a change, as
well as move it to work in progress or closed states.
ITSM Virtual Agent predefined IT Issues category topic
conversations
- Local Admin Access
-
Users can request and gain admin rights and permission to install or access
software and other admin-related items within your system.
- RSA Token
-
Users can request an RSA token or report a problem with an RSA token. Users can
also request help with setup of an RSA token.
- Email Issues
-
Users can request help with email problems, such as issues sending and receiving
email or problems with the email client.
- Manage Distribution List
-
Users can create, delete, and manage a distribution list.
- Repository Access
-
Users can request and gain access to a data repository manually, or choose from
pre-loaded available repositories.
- Email Setup
-
Users can request help with email access or setting up an email account accessible
by computer or phone. Users can also request help with configuring email or setting
up web mail.
- Meeting Room Issues
-
Users can request help with meeting room issues, such as conferencing problems,
sound issues, display, connectivity, sharing, and more.
- Troubleshoot Slow Computer
-
Users can request help associated with a slow computer, such as low RAM.
- Guest WiFi Access
-
Guests to your company can obtain WiFi access.
- Printer Issues
-
Users can request help with issues associated with a printer, such as a paper jam,
printer not working, or connectivity problems.
- VPN Connectivity
-
Users can request help with connecting to VPN or setting up VPN in order to access
business systems from remote locations.
ITSM Virtual Agent predefined Self-Service category topic
conversations
- Submit a request
-
Users can submit a request by choosing from all available options. For example,
when a user requests for an item, the Virtual Agent prompts the user
to enter a name or description of the item needed. The user enters an item name and
the Virtual Agent responds
with a carousel with available choices. When the user selects the desired item, the
virtual agent responds and provides a link for the user to order the item.
When the user selects the desired item, the following scenarios are possible:
- Check IT Ticket Status
-
Users can check the status of active IT tickets (incidents or requests). When a
user asks about a ticket status, the virtual agent responds with a list of all
active tickets for that user. Each ticket includes a link to the incident or
request, the item, the status (Stage), and when it was
updated.
Users can add comments and also ask to chat with a live agent.
- Process Approval
- Users with the itil role can access active approval requests. The virtual agent
returns all active approvals as a choice list. Users click an approval to access the
actual approval record to approve or reject.
- Get Password Reset Link
- Users can access a password reset link when system lockout occurs or when passwords
are forgotten. When a user enters keywords related to password reset, the virtual
agent provides a link to the password reset process. If a user is not authenticated in
the system, the virtual agent requests the user's email address. If a user is not
enrolled in Password Reset, the virtual agent provides a link to Password
Enrollment.
- My Assigned Equipment
-
Users can view a list of all assigned equipment, such as laptops, mobile phones,
and monitors. Clicking an item link provides additional details about the asset.
- Service Disruptions
-
Users can access all known outage information. When a user asks if a particular
system is down, the virtual agent returns a list of links displaying planned or
non-planned outages and any system degradations. Users can click the links for more
detailed information about a specific outage or degradation, as well as click
Show more when additional outages are known.
- Search Knowledge Base
-
This conversation is re-factored to use the reusable Contextual Search topic
block.
Users can access knowledge base articles to quickly resolve issues. After a user
enters keywords associated with a knowledge base, the virtual agent prompts the user
to enter a search phrase. A contextual search runs and relevant knowledge base
articles appear as choices to select. Users can select a new search or cancel the
search. If the returned articles do not provide the required information, users can
create an incident or ask to chat with a live agent.
Note: If the Communities
(com.sn_communities) plugin is activated, the virtual agent can also return a list
of answered Community questions.
- Open IT Ticket
-
This conversation topic is re-factored to use the reusable Create Incident topic
block.
Users can open an incident or access relevant knowledge base articles to resolve an
issue. After typing keywords, such as open ticket or
incident, the virtual agent prompts the user to enter a
short description of the issue. The virtual agent returns links to relevant
knowledge base articles and asks if an article resolved the issue. If it did not,
the virtual agent asks for the urgency of the issue and creates an incident,
providing a link to the actual incident.
- Escalate IT Ticket
-
Users can raise the urgency of an IT ticket for a faster resolution. Escalating a
ticket priority requires choosing the incident and verifying the escalation. Users
must provide a justification to escalate the incident. The virtual agent escalates
the incident to the next urgency level, for example, from low to medium, or from
medium to high. If an incident is already at high-level urgency, the virtual agent
alerts the user to this and asks if the user would like to add a comment to help
expedite resolution.
- Walk-up Check-in
-
Users can check into a Walk-up Experience location
and secure a place in the queue. Users can also schedule an appointment at a walk-up
location.
Note: This topic conversation is available when the Walk-up Experience plugin
(com.snc.walkup) is activated.
ITSM Virtual Agent predefined Setup Topic conversations
For complete details about Setup Topic conversations, refer to Setting up the Virtual Agent conversation
framework.
- Greetings
- Users receive a greeting at the beginning of a conversation from an identifiable
virtual agent.
- Anything Else Topic
- Users are asked if they want to continue with another request or task.
- Live Agent Support
- Users can request a live agent and view items that a live agent can assist
with.
- Closing Conversation
- Users receive an ending message when the conversation is done.
- Personalized Greeting Topic
- Users are greeted by name at the beginning of a conversation.
- Error Handling Topic
- Users see an error message when the virtual agent encounters a problem that it
cannot resolve.
- Provide Virtual Agent Feedback
-
This conversation is re-factored to use the reusable Survey topic block Survey.
Users can provide CSAT feedback on their virtual agent experience before the
conversation ends.
This is a simple, reusable virtual agent survey topic enabling you to collect CSAT
feedback on virtual agent within your organization. Users are asked to rate the
experience by choosing a sentiment from an image carousel of three faces. Choices
include a happy face, a neutral face, and a sad face. If the sad face is chosen,
users are prompted to provide a comment about the poor experience.
- Fallback Topic
- Users see a message when the virtual agent cannot find a topic that matches a
request or when it does not understand an entry.
- Virtual Agent Capabilities
- Users can ask for assistance during the conversation and view a list of items that
the virtual agent can assist with.
- Survey
-
Users can provide insight into what they need prior to a conversation, as well as
feedback on their conversational experience before the conversation ends.
Automatically route incoming conversations to the correct live-IT agent group.
Reduce live-IT agent time by automating pre-chat data collection. By providing a
pre-chat survey to users to find out what is needed, ITSM Virtual Agent can route the conversation to a proper live IT agent.
Deliver a survey through ITSM Virtual Agent, for both pre- and
post-chat experiences.
Use the Pre-Chat survey and Post-Chat survey topics before starting or prior to
completing a ITSM Virtual Agent conversation. Present surveys for
data collection or to gather feedback on the experience.