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    Home Orlando IT Service Management IT Service Management ITSM Virtual Agent ITSM Virtual Agent conversations

    ITSM Virtual Agent conversations

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    ITSM Virtual Agent conversations

    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.

    Create Change Request virtual agent chatbot dialogue
    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.

    Resolve Incident virtual agent chatbot dialogue
    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.

    Identify Available Change Windows virtual agent chatbot dialogue
    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.

    Local Admin Access virtual agent chatbot dialogue
    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.

    RSA Token virtual agent chatbot dialogue
    Email Issues

    Users can request help with email problems, such as issues sending and receiving email or problems with the email client.

    Email Issues virtual agent chatbot dialogue
    Manage Distribution List

    Users can create, delete, and manage a distribution list.

    Manage Distribution List virtual agent chatbot dialogue
    Repository Access

    Users can request and gain access to a data repository manually, or choose from pre-loaded available repositories.

    Repository Access virtual agent chatbot dialogue
    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.

    Email Setup virtual agent chatbot dialogue
    Meeting Room Issues

    Users can request help with meeting room issues, such as conferencing problems, sound issues, display, connectivity, sharing, and more.

    Meeting Room Issues virtual agent chatbot dialogue
    Troubleshoot Slow Computer

    Users can request help associated with a slow computer, such as low RAM.

    Troubleshoot Slow Computer virtual agent chatbot dialogue
    Guest WiFi Access

    Guests to your company can obtain WiFi access.

    Guest WiFi Access virtual agent chatbot dialogue
    Printer Issues

    Users can request help with issues associated with a printer, such as a paper jam, printer not working, or connectivity problems.

    Printer Issues virtual agent chatbot dialogue
    VPN Connectivity

    Users can request help with connecting to VPN or setting up VPN in order to access business systems from remote locations.

    VPN Connectivity agent chatbot dialogue

    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:
    • A user can submit a request in the conversation by answering the questions in line. This is possible only if the item does not have any scripts or policies, does not have mandatory attachments, and contains any of the following variable types:
      • Date
      • Reference (with no pricing implications)
      • Single Line Text
      • Wide Single Line Text
      • Yes / No
    • In all other cases, Virtual Agent provides a link for the user to submit a request in Service Portal.
      Note: In case you want to redirect to a portal other than Service Portal, specify the portal for the sn_itsm_va.com.snc.itsm.virtualagent.portal_url property.
    Submit a Request virtual agent chatbot dialogue
    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.

    Check IT Ticket status virtual agent chatbot dialogue
    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.

    My Assigned Assets virtual agent chatbot dialogue
    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.

    Service Disruptions virtual agent chatbot dialogue
    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.

    Open IT Ticket virtual agent chatbot dialogue
    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.

    Escalate IT Ticket virtual agent chatbot dialogue
    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.
    Walk-up Check-in virtual agent chatbot dialogue

    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.

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      ITSM Virtual Agent conversations

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      ITSM Virtual Agent conversations

      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.

      Create Change Request virtual agent chatbot dialogue
      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.

      Resolve Incident virtual agent chatbot dialogue
      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.

      Identify Available Change Windows virtual agent chatbot dialogue
      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.

      Local Admin Access virtual agent chatbot dialogue
      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.

      RSA Token virtual agent chatbot dialogue
      Email Issues

      Users can request help with email problems, such as issues sending and receiving email or problems with the email client.

      Email Issues virtual agent chatbot dialogue
      Manage Distribution List

      Users can create, delete, and manage a distribution list.

      Manage Distribution List virtual agent chatbot dialogue
      Repository Access

      Users can request and gain access to a data repository manually, or choose from pre-loaded available repositories.

      Repository Access virtual agent chatbot dialogue
      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.

      Email Setup virtual agent chatbot dialogue
      Meeting Room Issues

      Users can request help with meeting room issues, such as conferencing problems, sound issues, display, connectivity, sharing, and more.

      Meeting Room Issues virtual agent chatbot dialogue
      Troubleshoot Slow Computer

      Users can request help associated with a slow computer, such as low RAM.

      Troubleshoot Slow Computer virtual agent chatbot dialogue
      Guest WiFi Access

      Guests to your company can obtain WiFi access.

      Guest WiFi Access virtual agent chatbot dialogue
      Printer Issues

      Users can request help with issues associated with a printer, such as a paper jam, printer not working, or connectivity problems.

      Printer Issues virtual agent chatbot dialogue
      VPN Connectivity

      Users can request help with connecting to VPN or setting up VPN in order to access business systems from remote locations.

      VPN Connectivity agent chatbot dialogue

      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:
      • A user can submit a request in the conversation by answering the questions in line. This is possible only if the item does not have any scripts or policies, does not have mandatory attachments, and contains any of the following variable types:
        • Date
        • Reference (with no pricing implications)
        • Single Line Text
        • Wide Single Line Text
        • Yes / No
      • In all other cases, Virtual Agent provides a link for the user to submit a request in Service Portal.
        Note: In case you want to redirect to a portal other than Service Portal, specify the portal for the sn_itsm_va.com.snc.itsm.virtualagent.portal_url property.
      Submit a Request virtual agent chatbot dialogue
      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.

      Check IT Ticket status virtual agent chatbot dialogue
      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.

      My Assigned Assets virtual agent chatbot dialogue
      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.

      Service Disruptions virtual agent chatbot dialogue
      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.

      Open IT Ticket virtual agent chatbot dialogue
      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.

      Escalate IT Ticket virtual agent chatbot dialogue
      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.
      Walk-up Check-in virtual agent chatbot dialogue

      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.

      Tags:

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