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 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.

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.

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.

Users can request and gain admin rights and permission to install or access software and other admin-related items within your system.

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.

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

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

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

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.

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

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

Guests to your company can obtain WiFi access.

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

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

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.

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.

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.

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.

This conversation is re-factored to use the reusable Contextual Search topic block.

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.

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.

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.

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.

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.