To generate Topic Recommendations, specify a default data source (ServiceNow table and field) and the conditions for filtering the data records.

Before you begin

Role required: virtual_agent_admin or admin

About this task

When configuring analysis reports, consider the following:
  • You can define only one setting per data table and taxonomy pair.
  • Two data sets for the ITSM taxonomy (Incident and Requests) are provided by default, but you can define your own data sources.
  • In the Yokohama release, Topic Recommendations requires a minimum of 10,000 records in your analysis scope (data source). This minimum provides a reasonably sized data set to achieve a certain level of quality in the analyses.
  • Keep your analysis scope (data source) under 300,000 records. In the Yokohama release, this is the maximum number allowed. This limit maximizes the performance of the analysis report.
  • You can schedule analysis reports to run automatically at specified intervals.

Procedure

  1. Navigate to All > Conversational Interfaces > Settings.
  2. Select Virtual Agent.
  3. Under Topic Recommendations, click View all.
  4. Select New.
  5. On the form, fill in the fields.
    For details, see Topic Recommendations settings.
  6. Select Save.

Result

The data source that you defined for a given table and taxonomy displays as a section on the Topic Recommendations page. You can now run a topic recommendation analysis.