We hope everyone has been enjoying the Knowledge 20 Digital Experience and great deal of associated content over the past 5 weeks. Since there is so much content it can be difficult to browse specific topics or know where to focus, so we want to help by calling out some of that content in a series of posts. This first post is focused on all of the sessions we found related to Virtual Agent broken down by session type.
Virtual Agent It is ServiceNow new release season! With the New York release in Early Access, we will cover some of the features newly available to application developers. In this post, I will discuss some of the new features and enhancements in Virtual Agent. Quick Actions New in New York are Quick Actions. Installing a plugin com.glide.quickactions is required to enable use. I also suggest installing the Agent Chat plugin com.
Virtual Agent The spotlight for today is Virtual Agent which was introduced in London. The developer blog has a previous post Virtual Agent (London) to get you familiar with the product so check it out first before you read on about the new changes in Madrid. On to the changes we go! Condition builder One of the first and notable changes is the addition of the condition builder to many of the activities.
Virtual Agent Virtual Agent is a new feature in the London version of ServiceNow. I have dived deep into this new feature to share with you. Virtual Agent is a form of chatbot which helps guide users with conversation style interactions to get them the information they need or aid them to input a request to your ServiceNow instance. The guided interaction can result in delivering the user a knowledge article, helping them fill out and submit a request, or get them to the right human support queue.