Virtual Agent

topic

A __ contains a collection of controls that is used to collect, process, and present information to users.

script editor

A __ for adding or editing JavaScript scripts used in a property.

Conversation Topics

A structured process that contains greetings, replies, and questions presented to the user by the Virtual agent.

Acknowledge Message

An __ is basically a response from the bot once you have inputted the text.

Interactions

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

Canvas

Area that graphically displays the conversation flow.

global

By default, a Live Agent setup record is created in the __ domain when the instance is provisioned.

Message [sys_ui_message]

Create and store translations in the __ table. If no translation is found, Virtual Agent displays the non-translated text.

Virtual Agent Designer

Design topics that help your users resolve common work issues or guide them through self-service tasks.

ITSM Virtual Agent

Installing the__ Conversations plugin, will enable pre-built conversations that allow you to create requests, check status of requests, process approvals, update tasks, and search the knowledge base.

Palette Region

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

handoff

Live agent __ occurs when a conversation encounters an error, automatically by a script in a topic, or manually by the user.

Property Sheet

Properties specific to the selected node on the canvas.

12 hours

Records on [sys_cs_topic] table are cleaned every __.

Virtual Agent [com.glide.cs.chatbot]

Required plugin.

Debugging

The conversation preview logs allows you to view errors and messages logged while previewing a topic

gs.getMessage

Use the localization method __ in scripts to access stored translation.

Virtual Agent Administrator [virtual_agent_admin]

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

External App Install Admin [external_app_install_admin]

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

Localization

Using __ methods, topics can be translated into multiple languages.

Intelligent Automation Engine

Virtual Agent is a new addition to ServiceNow's ___. Virtual Agent can be extended to integrate with third-party frameworks for artificial intelligence, natural language processing, and machine learning.

HI Portal

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

Bot Responses

__ are responses back to the user. So, we can present an image, a link, text, etc.

Live agent variables

__ are variables that will become accessible within a topic and will provide information to live agent in the event that a conversation gets transferred to a live agent.

MSPs

__ can configure a separate Live Agent Setup for each subdomain.

MSPs

__ can have separate topics for different customer domains.

Customer Service Virtual Agent

__ conversations will enable pre-built conversations that allow you to create cases and check the status of existing cases.

Virtual Agent Designer

__ is a graphical tool for creating and managing topics, which are blueprints for conversations between a virtual agent and user.

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.

User Inputs

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

Human Resources Scoped App: Virtual Agent

___ conversations will come with conversations that allows you to create inquiries, update your personal information, request time off, and get assistance with payroll issues

Live Agent Variables

administrators can setup __ to pass certain information from the chat to the live agent.

[sys_cs_conversation]

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

[sys_cs_conversation_task]

table stores a record for each conversation task.

[sys_cs_message]

table stores a record for each message within a conversation instance.

[sys_cs_topic]

table stores an instance of a topic from __ at run time.