Issue
ServiceNow® Virtual Agent (VA) is a conversational bot platform that provides user assistance through conversations within a messaging interface. Topics are built using Virtual Agent Designer and end users interact with it through Conversations to obtain information, make decisions, and perform common work tasks.
The following conversations are available to external HI users. The list of conversations will continue to grow and improvements to the flows are frequently made. Some conversations require specific access and may not be visible to all users.
- Personalized Opening Greeting
- Change My HI Password
- Create Case
- Knowledge Conference
- Manage Plugins
- Request to rename an instance
- Request to zBoot instance
- Request to remove demo data
- Request to retire an instance
- Request to upgrade an instance
- Reset admin password (subprod)
- Reprovision Email
- Assistance with HOP
- Update User Profile
- Register for ServiceNow CORE
- Instance restore
- Request penetration test
- Known Errors
- Product Documentation
- Training & Certifications
- Backup Retention Policy
- Search Knowledge Base
- Submit a Catalog Request
- Update Notification Preferences
- View Open Cases
- View Open Changes
- Register for EA/RTP programs
- Join Customer Advisory Board
- Survey/Feedback
- VPN Requests
- Idea Portal
- Configure CSM
- Multi-Factor Authentication
- COVID-19 Resources
- Reschedule an upgrade
- Update key contacts
- Check Ticket Status
- Clone Request
- Rollback Clone Request
- Request temporary instance
- Plugin cost
- Request/mirror access
- Reschedule an upgrade
- List available backups
- My IP Information
- Escalate a case
- Manage On-Premise Instance
- Customer Success Center
- Partner Deployment Registration
- Release Notes
- MID Server & Discovery Troubleshooting
- Link Community Account
- What is the Community?
- Post Question to the Community
- Check on my Community questions
- Search the Community
- Who are my SN admins?
- Who is my account rep?
- When was SN founded?
- Case vs. Incident
- What does HI or SURF stand for?
- Live Agent
- Get Help
- How far away is the moon?
- Tell me a joke
- What is my username?
- Why does Now Support have MFA?
- Forgot password
- How do I unlock my account?
- What can I do on the Now Support portal?
Using Virtual Agent
Virtual Agent is available on every page of the Now Support (HI).
- Navigate to title="support.servicenow.com">support.servicenow.com
- Click on the chat icon on the lower right-hand corner of the page
- The Virtual Agent chat window opens and provides a greeting
- To locate an available topic, type a phrase or click on the 'Show me everything' button to see everything that VA can help with.
- Select a topic from the list and follow the prompts
How to End a Conversation
- To end a conversation anytime, click on the 3 dots menu located on the top right-hand corner of the VA window and select 'New Conversation'
- To signal the start of a conversation, VA will again provide a greeting
Session Timeout
- If the session times out while VA is in use, a message will appear within the VA window
- Click on the Login button or refresh the browser window to log back into HI
Providing Feedback
- To provide Feedback on VA, click on the Feedback button on the Now Support (HI)
