Setting up ServiceNow Virtual Agent
This course will teach you what the Virtual Agent is and how to enable and configure it in ServiceNow.
What you'll learn
Every company interacts with its employees, customers, or both nowadays. Whether they are internal or external, addressing their queries, requests, or incidents in a timely manner is crucial for achieving overall success In this course, Setting up ServiceNow Virtual Agent, you will learn how to take the burden off the IT Support team by supporting voice source of contact–phone call, educating customers to adopt a proactive behavior. First, you will explore what the Virtual Agent and the Virtual Agent Designer are by going through theory and real life examples. Next, you will discover what the Employee Center and Virtual Agent lite are. Finally, you will learn how every topic interconnects by putting everything into practice. When you’re finished with this course, you will have the skills and knowledge of enabling and configuring the ServiceNow Virtual Agent.
Table of contents
- Module Intro 2m
- Enabling and Exploring Virtual Agent 7m
- Activating the ITSM Virtual Agent Conversation Topics Lite 4m
- Edit a Conversation with Virtual Agent Designer 8m
- Create a New Conversation with Virtual Agent Designer 11m
- Activate and Explore the Natural Language Understanding in Virtual Agent 10m
- End-to-end Virtual Agent Functionalities 6m
- Summary 2m
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.