ServiceNow Virtual Agent (Feb 2019)

What do topic properties consist of?

- How is it accessed - Who can utilize it - conditions that effect when it runs - Key words or phrases that users will enter to trigger that particular conversation

What are the out of box ITSM chat conversations?

1. Check IT Ticket Status 2. Create change Request 3. My Assigned Equipment 4. Open IT Ticket 5. Order an Item 6. System status 7. Update Assigned Task 8. Process Approval 9. Reset Password 10. Search Knowledge Base

What must an administrator do to translate topics?

1. Create and store translations in the Message [sys_ui_message] table. 2. Use the localization method gs.getMessage in scripts to access stored translation.

What are the Pre-build CSM conversations?

1. Get Help with a Product 2. Check case status 3. Get help with an Order

What are the steps to create a new topic?

1. Topic Properties 2. Editing topic flow 3. Available controls

What are listed under Collaboration > Virtual Agent > General Settings?

1. Welcome Message 2. Topic Selection Message 3. Generic Error Message 4. Minimum Delay before displaying typing animation 5. Minimum delay between bot messages

What are the HR pre-build conversations ?

1. create inquiries 2. update your personal information 3. request time off 4. get assistance with payroll issues

How many Knowledge articles are displayed in the chat bot?

3 articles are displayed with an option to view more.

What is the parameter to load a conversation without history in and address bar or iFrame?

?sysparm_skip_load_history=true

What persona is required to write virtual agent conversations?

A ServiceNow developer familiar with writing javascript and glide record calls. These resources generally work with the business process owner to create the proper virtual agent conversations.

What is the Script Editor in the Virtual Agent designer?

A script editor for adding or editing JavaScript scripts used in a property. Provides scripting assistance, including a list of valid elements at the insertion point, such as function name, object names, and variable names available for the topic.

What is a conversation topic?

A structured process that contains greetings, replies, and questions presented to the user by the Virtual agent. Examples of conversations include password reset and ordering a replacement laptop.

Are there any limitations for on-premise VA implementations?

All functionality supported except the use of 3rd party clients (i.e. Microsoft Teams, Slack).

What is an interaction?

An instance or record of a conversation. The record will contain metadata about conversation.

What is the Canvas in the Virtual Agent designer?

Area that graphically displays the conversation flow.

What are Bot Responses?

Bot responses provide controls for displaying bot responses in a conversation.

Is there any NLU/NLP built into the Virtual Agent?

Currently, there is no native NLU/NLP within the Virtual Agent. It is possible to make outside API calls to integrate to third party NLU/NLP frameworks.

How often are the Topic instances in sys_cs_topic cleaned?

Every 12 hours

What area's does Virtual Agent have pre-defined topics for?

ITSM, HR, and CSM

What will happen if no localization information is found int he message table?

If no translation is found, Virtual Agent displays the non-translated text.

What is the Palette region in the Virtual Agent designer?

List of controls that you can drag into the canvas to build a conversation.

Can you create custom 3rd party chat client integrations?

No, currently it requires java side client adaptors not available to customers.

Is the VA window resizable?

Not currently, unless you use the embeddable web client.

What is the property sheet in the Virtual Agent designer?

Properties specific to the selected node on the canvas. Each node has its own set of properties that you can define, which can include scripts that control the behavior or processing performed in the node.

What is the Script Variables in the Virtual Agent designer?

Section for declaring variables used with the topic (conversation session) to store values outside the control variables, to help with more complex scripting scenarios.

What is best practice for creating topics?

ServiceNow recommends that implementers copy existing topics rather than creating topics from scratch.

How do I know what topics to create?

ServiceNow recommends using Performance Analytics 'text analytics' to identify common keywords in your incidents. Low complexity, repeatable, automatable tasks are the best candidates, as well as FAQ style questions. The idea is identify what topics would be the most useful and ideally take the user from chat to resolution using backend logic and platform capabilities.

What is the virtual agent designer?

The Virtual Agent Designer is a graphical tool for creating and managing topics, which are blueprints for conversations between a virtual agent and user.

Are there differences using VA on Service Portal or Mobile vs. Slack/Teams/Workplace? What are they?

The Virtual Agent experience will be very similar across all channels but 3rd party client extensions will have slight differences.

How does VA work with ACLs?

The bot inherits the current user's scope. You can specify roles required to see and access any topic (during topic selection). Within a topic, you can require specific roles before any given control within a topic will execute.

Where do you go to debug your conversations?

The conversation preview logs allows you to view errors and messages logged while previewing a topic. Use the following steps to access the conversation preview logs. Use gs.log, gs.print, and gs.warn statements in your scripts to output information in this log. 1. In virtual Agent designer, click preview to begin previewing a topic. 2. In the topic Preview window, Click the show logs check box.

By default if an error happens during a live agent chat what happens to the customer.

The customer is passed off to a live agent based on the group defined for help desk support.

What is the Chat Bot generic error message?

The generic error message is the message displayed when an error occurs.

what is the Chat Bot minimum delay before display typing animation?

The minimum delay before display typing animation is the amount of time that occurs before showing the animation indicating that the bot is processing user input.

What is the Chat Bot minimum delay between bot messages?

The minimum delay between bot messages is the amount of time between bot responses.

What is the Chat Bot Topic selection message?

The topic selection message specifies the next selection a user can make in a conversation.

What is the Chat Bot Welcome Message?

The welcome message is the default greeting the user sees.

How can you report on the virtual agent success?

Use the Conversation [sys_cs_conversation] table to report on what topics users interacted with, as well as the completion status of the topic.

What are the common issues administrators might run into when implementing Virtual Agent?

User cannot see the module designer under the Collaboration application, cannot edit a topic, cannot preview topic, web client is unable to connect, and no response from the bot.

What is User input?

User inputs provide controls used to prompt and capture information from the user in a conversation.

How do you trigger the live agent handoff?

Users can manually invoke live agent handoff via the menu icon during chat, or logic can be added to the virtual agent designer to invoke the live agent handoff programmatically when a specific point in the conversation is reached. You can also create a new topic that simply functions to kick off the handoff. Live agent handoff will also be automatically initiated if an error occurs within the conversation.

What can users with Virtual Agent Administrator [virtual_agent_admin] do?

Users with this role can create and manage topics using the Virtual Agent Designer.

What can users with External App Install Admin [external_app_install_admin] do?

Users with this role can install external apps such as Slack and Microsoft Teams.

What are Utilities used for in topic creation?

Utilities provide controls used to control actions and logic within a topic, such as running a script or adding different conversation paths (branches) in a topic.

What is the required base plugin for Virtual Agent?

Virtual Agent [com.glide.cs.chatbot]

What is Virtual Agent?

Virtual Agent is a chatbot solution whose purpose is to deflect user questions, requests, and concerns, reducing the amount of wait time a customer receives, and to increase self-service remediation.

How can Virtual Agent be installed?

Virtual Agent is a subscription-based plugin and requires activation through the HI Portal.

Can virtual agent support Localization?

Virtual Agent supports localization. Using localization methods, topics can be translated into multiple languages.

Is domain separation supported?

Yes, Topics and Live Agent setup records are domain separated.

Can Virtual agent be branded?

Yes, Virtual Agent can be configured with personalized company logo and avatar.

May the response time of the chatbot be shortened?

Yes, but allowing time between responses will make It less obvious that users are interacting with a chatbot.

Does the VA talk to outside systems beside ServiceNow?

Yes, script can be written to make API calls to external systems. Additionally, script can be written for VA to talk to external NLU/NLP/AI systems for integrations. The script can also be used to kick off a ServiceNow workflow which can be orchestration to trigger automation.

Can you embed the virtual agent in a 3rd party site?

Yes, there is an embeddable web client for the bot available on the instance at the following page: $sn-va-web-client-app.do

Is there an option to hide or change the menu items in VA? (Contact support, live agent, etc.)

Yes, this is possible. Go the Left side Menu: Collaboration<Branding Setup... After that has been done, scroll down to see the configuration options.

Does VA support multiple languages?

Yes. In order to provide language translations, the I18N: Internationalization and language specific plugin(s) must be activated. Administrators will need to add translations to the Message [sys_ui_message] table and update scripts to call the translation.

Does VA work in the ServiceNow mobile app?

Yes. You can also integrate the Virtual Agent SDK into a custom iOS/Android app. In addition, there is also a web view for the bot if you are on mobile web.

What plugin is required for Customer Service Virtual Agent Conversations?

[com.sn_csm.virtualagent]

What plugin is required for Human Resources Virtual Agent Conversations?

[com.sn_hr_virtual_agent]

What plugin is required for ITSM Virtual Agent Conversations?

[com.snc.itsm.virtualagent]

How can you load a virtual agent into an iFrame or Address bar?

enter the following URL: https://instance.service-now.com/$sn-va-web-client-app.do

What are the supported file formats for chat logos?

jpg, png, bmp, gif, jpeg, ico, svg

What table stores a record for each Topic?

sys_cb_topic

What table stores a record for each conversation between the user and bot on the instance?

sys_cs_conversation

What table stores a record for each conversation task?

sys_cs_conversation_task

What table stores a record for each message within a conversation instance?

sys_cs_message

What table stores an instance of a topic from Topic table at runtime?

sys_cs_topic

Where is additional data logged?

syslog_list

What is Virtual Agent used for?

to build automated agents (bots) and design bot conversations that help your users quickly obtain information, make decisions, and perform common work tasks. Discover the power of VA platform components, which include Virtual Agent conversational (client) interface, Virtual Agent Designer, and Live Agent support.