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ITSM Virtual Agent

Implement ITSM Virtual Agent to support and scale your IT organization by enabling a virtual agent to perform the less complicated, more common IT requests and incidents. ITSM Virtual Agent includes predefined conversations designed to help both your IT fulfillment professionals and users complete common tasks, such as resolve an incident, reset a password, and create an incident.

Request apps on the Store

Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

Understanding ITSM Virtual Agent

ITSM Virtual Agent enables your technicians to concentrate on more challenging, demanding user requests and incidents. ITSM Virtual Agent enhances the employee experience by addressing IT-related queries immediately. At any time during a virtual conversation, a user can request to interact with a live IT technician.

Several predefined ITSM Virtual Agent topic conversations, covering common IT interactions, are included with the base-system application. These conversations run in the web chat client and also in supported ITSM Virtual Agent messaging integrations.

Conversations represent dialogs between the virtual agent and the user to accomplish a specific goal. The information exchanged during the conversation flow, such as user inputs and virtual agent responses, enables the virtual agent to fulfill a request or help complete a task.

Listen to this 18-minute podcast for a discussion of the Virtual Agent and how it can streamline interactions between a company and its customers and employees.

- topic/object https://omny.fm/shows/servicenow-techbytes/episode-43-virtual-agent/embedsoundcloudobject:1;45:92file:/home/jenkins/agent/workspace/dita/zoominV4_2.4.4_PCodeFreezebranch_002-prod-build/doc/source/product/itsm-virtual-agent/concept/itsm-virtual-agent.dita

For complete details about ITSM Virtual Agent, refer to Virtual Agent.

Natural Language Understanding

Implement Natural Language Understanding (NLU) for all your ITSM Virtual Agent topic conversation flows. ITSM Virtual Agent uses NLU to comprehend word meanings and recognize word contexts to better infer user or system actions.

You can decide whether you want ITSM Virtual Agent to use only keywords, which results in quicker time-to-value in the short term. Or, you can choose to use NLU, which results in a better employee experience with a virtual agent in the long term.

ITSM Virtual Agent and the ITSM NLU Model for Virtual Agent Conversations are available from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

The ITSM NLU Model for Virtual Agent Conversations provides numerous base system, pre-built NLU model system entities, NLU intent entities, NLU utterance entities, NLU entities, NLU intents, NLU utterances, and NLU vocabulary. NLU utterances exist in the ITSM NLU Model to provide greater precision in identifying user intents. Some utterance examples include:

Escalate Ticket topic:
- raise incident INC0010023 ticket priority to higher level
- please can you raise the priority on my open ticket
Check Outages and Service Degradations topics:
- are there currently any reported company wide issues
- is there an outage
Email Setup topic
- i want to setup email on my mobile device
- how do i setup company email on my phone

Enable NLU on the ITSM Virtual Agent application and republish your existing conversations to optimize user experience with the NLU feature.

Refer to the following information for details regarding the NLU feature: Natural Language Understanding in Virtual Agent.

Edge Encryption for ITSM Virtual Agent

Edge encryption provides you with direct control over your data security. Encryption and key management are performed on your intranet between your browser and your ServiceNow instance. For details, refer to Edge Encryption for ITSM Virtual Agent within ITSM.

ITSM Virtual Agent topic categories and conversations

The ITSM Virtual Agent predefined topic conversations are contained in several topic categories, including:


Topic category	Description
ITSM Fulfiller	Topic conversations specifically for ITSM professionals with the itil role, such as resolving an incident, creating a problem, and updating data in the system
ITSM IT Issues	Topic conversations for common IT-related issues, such as email setup, VPN connectivity, and conference room problems.
ITSM Self Service	Topic conversations enabling users to easily access IT-related information, such as password reset, verify assigned equipment, and search the Knowledge Base.
Setup Topics	Topic conversations, such as a standard welcome greeting and a conversation closing, related to initiating an ITSM Virtual Agent experience for your users. This includes a greeting, feedback, survey, and live agent support.
Small Talk Topics	Topics that you build to enable your virtual agent to engage in casual conversation with users. A small talk topic provides a response to a casual question that users might ask during a conversation, such as the time or date. A small talk topic can occur anytime within a conversation session and can be unrelated to the original conversation intent.

The individual ITSM Virtual Agent predefined topic conversations include:

ITSM Virtual Agent predefined Fulfiller category topic conversations

Identify Scheduled Changes
Create Change Request
Resolve Incident
Create Problem
Update Assigned Task
Identify Available Change Windows
Update Change Request

ITSM Virtual Agent predefined IT Issues category topic conversations

Local Admin Access
RSA Token
Email Issues
Manage Distribution List
Manage Office 365 Group (Template)
Note: This topic is only available with the activation of the Microsoft Azure AD for IntegrationHub (com.sn.azure_ad.spoke) plugin.
Repository Access
Email Setup
Meeting Room Issues
Troubleshoot Slow Computer
Guest WiFi Access
Printer Issues
VPN Connectivity

ITSM Virtual Agent predefined Self Service category topic conversations

Submit a request
Check IT Ticket Status
Process Approval
Get Password Reset Link
My Assigned Equipment
Service Disruptions
Search Knowledge Base
Note: The Search Knowledge Base topic conversation uses the Contextual Search reusable topic block.
Open IT Ticket
Note: The Open IT Ticket topic conversation uses the Create Incident reusable topic block.
Intelligent Open IT Ticket (Template)
Escalate IT Ticket
Walk-up Check-in
Note: the Walk-up Check-in topic conversation is available when the Walk-up Experience plugin (com.snc.walkup) is activated.
Report IT Issue

ITSM Virtual Agent predefined Setup Topics category conversations

Greetings
Anything Else Topic
Live Agent Support
Closing Conversation
Personalized Greeting Topic
Dynamic Greeting Topic
Error Handling Topic
Virtual Agent Feedback
Note: The Virtual Agent Feedback topic conversation uses the Survey reusable topic block.
Fallback Topic
Search Fallback Topic
Virtual Agent Capabilities
Survey

Reusable ITSM Virtual Agent topic blocks

Create and reuse topic blocks to perform common functions in ITSM Virtual Agent conversations, such as creating an incident or performing a search. ITSM Virtual Agent provides the following predefined, reusable topic blocks and templates:

Contextual Search: This topic block provides standardized contextual search functionality for your ITSM related topics, as well as your other business unit related topics, such as human resources and service management.
Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks).
Contextual Search (Template)
Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks).
Create Zoom Meeting Link (Template)
Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks).
Request Catalog Item
Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks). For detailed information about this topic block, including input and output parameters and descriptions, refer to Service Catalog topic blocks in Virtual Agent .
Request Catalog Item (Template)
Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks). For detailed information about this topic block, including input and output parameters and descriptions, refer to Service Catalog topic blocks in Virtual Agent .
Search Catalog Item
Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks). For detailed information about this topic block, including input and output parameters and descriptions, refer to Service Catalog topic blocks in Virtual Agent .
Search Catalog Item (Template)
Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks). For detailed information about this topic block, including input and output parameters and descriptions, refer to Service Catalog topic blocks in Virtual Agent .
Troubleshoot Cisco Webex (Template)

Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks).
Troubleshoot Microsoft Teams (Template)
Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks).
Transfer to Live Agent
Create Incident
Create Incident (Template)
Survey
Add Comments - Similar Incident: ITSM Virtual Agent uses the similarity analysis framework to prevent users from opening duplicate incidents. This topic block finds similar incidents and asks if the user wants to add comments to the similar incident.

Some topic blocks require input and output parameters:

Table 1. Contextual Search topic block parameters
Name	Description
Input parameter: context	The sys_id of a Search Context (cxs_context_config) record. Defines what sources are included in the search, for example, knowledge base or community.
Input parameter: query	The search keyword entered by a user during a virtual agent conversation.
Input parameter: portal	The portal from which the conversation initiated. For example, a service portal or human resources portal. This is the URL suffix, for example, sp, esc, csm, and hr, from which the search result will open.
Input parameter: kb_knowledge_base	The sys_id of a Knowledge Base (kb_knowledge_base) record. Within context, search only these knowledge base articles.
Output parameter: results_returned	True if search results are found, otherwise false.
Output parameter: results_helpful	True if user responds that search results are helpful, otherwise false.

Table 2. Create Incident topic block parameters
Name	Description
Input parameter: caller	The name of the user creating an Incident (incident) record.
Input parameter: short_description	The short description entered in the Incident (incident) record.
Input parameter: urgency	The urgency level indicated in the Incident (incident) record.
Input parameter: description	The description entered in the Incident (incident) record.
Output parameter: created_incident_sys_id	The return sys_id of a newly created incident.

The Topics page in Virtual Agent Designer features a sort tab called Topic Blocks for viewing just the reusable topic functions. For detailed information about ITSM Virtual Agent reusable topic blocks, refer to Virtual Agent Designer, Reusable topic blocks, and Predefined Virtual Agent topics, topic blocks, and NLU models.

Pre-built clustering solution definition

ITSM Virtual Agent delivers a pre-built clustering solution definition using the ServiceNow platform Predictive Intelligence clustering capability. Clustering solution definitions provide data that, over time, help you identify automation and topic conversation candidates for Virtual Agent.

For complete information regarding Predictive Intelligence and clustering solution definitions, refer to Predictive Intelligence and Create and train a clustering solution.

ITSM Virtual Agent automatic notifications

The virtual agent proactively informs you about the status of your incidents and requests. Managers are alerted when they have approvals.

ITSM Virtual Agent notification defined on the Task [task] table: The Task type filter on the Task table enables automatic status notification when the value is Incident or Requested item. When the state of the incident or requested item task changes, a virtual agent message is sent to the user.
ITSM Virtual Agent notification defined on the Approval [sysapproval_approver] table: When an approval is submitted, an automatic virtual agent message is sent to the approver alerting them of the approval request.

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Release version

ITSM Virtual Agent

Request apps on the Store

Understanding ITSM Virtual Agent

Listen to this 18-minute podcast for a discussion of the Virtual Agent and how it can streamline interactions between a company and its customers and employees.

For complete details about ITSM Virtual Agent, refer to Virtual Agent.

Natural Language Understanding

Escalate Ticket topic:
- raise incident INC0010023 ticket priority to higher level
- please can you raise the priority on my open ticket
Check Outages and Service Degradations topics:
- are there currently any reported company wide issues
- is there an outage
Email Setup topic
- i want to setup email on my mobile device
- how do i setup company email on my phone

Enable NLU on the ITSM Virtual Agent application and republish your existing conversations to optimize user experience with the NLU feature.

Refer to the following information for details regarding the NLU feature: Natural Language Understanding in Virtual Agent.

Edge Encryption for ITSM Virtual Agent

ITSM Virtual Agent topic categories and conversations

The ITSM Virtual Agent predefined topic conversations are contained in several topic categories, including:


Topic category	Description
ITSM Fulfiller	Topic conversations specifically for ITSM professionals with the itil role, such as resolving an incident, creating a problem, and updating data in the system
ITSM IT Issues	Topic conversations for common IT-related issues, such as email setup, VPN connectivity, and conference room problems.
ITSM Self Service	Topic conversations enabling users to easily access IT-related information, such as password reset, verify assigned equipment, and search the Knowledge Base.
Setup Topics	Topic conversations, such as a standard welcome greeting and a conversation closing, related to initiating an ITSM Virtual Agent experience for your users. This includes a greeting, feedback, survey, and live agent support.
Small Talk Topics	Topics that you build to enable your virtual agent to engage in casual conversation with users. A small talk topic provides a response to a casual question that users might ask during a conversation, such as the time or date. A small talk topic can occur anytime within a conversation session and can be unrelated to the original conversation intent.

The individual ITSM Virtual Agent predefined topic conversations include:

ITSM Virtual Agent predefined Fulfiller category topic conversations

Identify Scheduled Changes
Create Change Request
Resolve Incident
Create Problem
Update Assigned Task
Identify Available Change Windows
Update Change Request

ITSM Virtual Agent predefined IT Issues category topic conversations

Local Admin Access
RSA Token
Email Issues
Manage Distribution List
Manage Office 365 Group (Template)
Note: This topic is only available with the activation of the Microsoft Azure AD for IntegrationHub (com.sn.azure_ad.spoke) plugin.
Repository Access
Email Setup
Meeting Room Issues
Troubleshoot Slow Computer
Guest WiFi Access
Printer Issues
VPN Connectivity

ITSM Virtual Agent predefined Self Service category topic conversations

Submit a request
Check IT Ticket Status
Process Approval
Get Password Reset Link
My Assigned Equipment
Service Disruptions
Search Knowledge Base
Note: The Search Knowledge Base topic conversation uses the Contextual Search reusable topic block.
Open IT Ticket
Note: The Open IT Ticket topic conversation uses the Create Incident reusable topic block.
Intelligent Open IT Ticket (Template)
Escalate IT Ticket
Walk-up Check-in
Note: the Walk-up Check-in topic conversation is available when the Walk-up Experience plugin (com.snc.walkup) is activated.
Report IT Issue

ITSM Virtual Agent predefined Setup Topics category conversations

Greetings
Anything Else Topic
Live Agent Support
Closing Conversation
Personalized Greeting Topic
Dynamic Greeting Topic
Error Handling Topic
Virtual Agent Feedback
Note: The Virtual Agent Feedback topic conversation uses the Survey reusable topic block.
Fallback Topic
Search Fallback Topic
Virtual Agent Capabilities
Survey

Reusable ITSM Virtual Agent topic blocks

Contextual Search: This topic block provides standardized contextual search functionality for your ITSM related topics, as well as your other business unit related topics, such as human resources and service management.
Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks).
Contextual Search (Template)
Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks).
Create Zoom Meeting Link (Template)
Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks).
Request Catalog Item
Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks). For detailed information about this topic block, including input and output parameters and descriptions, refer to Service Catalog topic blocks in Virtual Agent .
Request Catalog Item (Template)
Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks). For detailed information about this topic block, including input and output parameters and descriptions, refer to Service Catalog topic blocks in Virtual Agent .
Search Catalog Item
Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks). For detailed information about this topic block, including input and output parameters and descriptions, refer to Service Catalog topic blocks in Virtual Agent .
Search Catalog Item (Template)
Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks). For detailed information about this topic block, including input and output parameters and descriptions, refer to Service Catalog topic blocks in Virtual Agent .
Troubleshoot Cisco Webex (Template)

Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks).
Troubleshoot Microsoft Teams (Template)
Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks).
Transfer to Live Agent
Create Incident
Create Incident (Template)
Survey
Add Comments - Similar Incident: ITSM Virtual Agent uses the similarity analysis framework to prevent users from opening duplicate incidents. This topic block finds similar incidents and asks if the user wants to add comments to the similar incident.

Some topic blocks require input and output parameters:

Table 1. Contextual Search topic block parameters
Name	Description
Input parameter: context	The sys_id of a Search Context (cxs_context_config) record. Defines what sources are included in the search, for example, knowledge base or community.
Input parameter: query	The search keyword entered by a user during a virtual agent conversation.
Input parameter: portal	The portal from which the conversation initiated. For example, a service portal or human resources portal. This is the URL suffix, for example, sp, esc, csm, and hr, from which the search result will open.
Input parameter: kb_knowledge_base	The sys_id of a Knowledge Base (kb_knowledge_base) record. Within context, search only these knowledge base articles.
Output parameter: results_returned	True if search results are found, otherwise false.
Output parameter: results_helpful	True if user responds that search results are helpful, otherwise false.

Table 2. Create Incident topic block parameters
Name	Description
Input parameter: caller	The name of the user creating an Incident (incident) record.
Input parameter: short_description	The short description entered in the Incident (incident) record.
Input parameter: urgency	The urgency level indicated in the Incident (incident) record.
Input parameter: description	The description entered in the Incident (incident) record.
Output parameter: created_incident_sys_id	The return sys_id of a newly created incident.

Pre-built clustering solution definition

For complete information regarding Predictive Intelligence and clustering solution definitions, refer to Predictive Intelligence and Create and train a clustering solution.

ITSM Virtual Agent automatic notifications

The virtual agent proactively informs you about the status of your incidents and requests. Managers are alerted when they have approvals.

ITSM Virtual Agent notification defined on the Task [task] table: The Task type filter on the Task table enables automatic status notification when the value is Incident or Requested item. When the state of the incident or requested item task changes, a virtual agent message is sent to the user.
ITSM Virtual Agent notification defined on the Approval [sysapproval_approver] table: When an approval is submitted, an automatic virtual agent message is sent to the approver alerting them of the approval request.

How search works:

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ITSM Virtual Agent

ITSM Virtual Agent

Request apps on the Store

Understanding ITSM Virtual Agent

Natural Language Understanding

Edge Encryption for ITSM Virtual Agent

ITSM Virtual Agent topic categories and conversations

Reusable ITSM Virtual Agent topic blocks

Pre-built clustering solution definition

ITSM Virtual Agent automatic notifications

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ITSM Virtual Agent

ITSM Virtual Agent

Request apps on the Store

Understanding ITSM Virtual Agent

Natural Language Understanding

Edge Encryption for ITSM Virtual Agent

ITSM Virtual Agent topic categories and conversations

Reusable ITSM Virtual Agent topic blocks

Pre-built clustering solution definition

ITSM Virtual Agent automatic notifications

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