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Setting up ServiceNow Virtual Agent

by Catalin Popa

This course will teach you what the Virtual Agent is and how to enable and configure it in ServiceNow.

What you'll learn

Every industry interacts with customers nowadays whether they are internal or external, addressing their queries, requests or incident in a timely manner is crucial for achieving the overall success. In this course, Setting up ServiceNow Virtual Agent, you'll learn how to take the burden off the IT Support team shoulders by partially removing out of the equation the voice source of contact – phone. This is beneficial not only because of the workload reduction but also because you can educate the customers to adopt a proactive behavior. First, you'll explore what the Virtual Agent and the Virtual Agent Designer are by going through the theory and share real life examples. Next, you'll discover what the Service Portal and Virtual Agent lite are and also follow the previously mentioned pattern. Finally, you'll learn how every topic interconnect with each other by putting everything into practice. When you’re finished with this course, you'll have the skills and knowledge of enabling and configuring the Virtual Agent.

About the author

Catalin is a tech enthusiast working as ServiceNow Lead ITSM consultant with an experience of more than 8 years in the IT industry across multiple sectors. Throughout his career, he took part of 10+ greenfield and brownfield implementations for multinational companies. He holds a Bachelor's degree in International Affairs and is passionate about both learning and teaching new things. In his spare time, you will find him sailing or riding his Ducati Monster.

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