“VIRTUAL HELP SOLVES ISSUES FAST”
🔠 Mnemonic Breakdown
- V – Virtual Agent: Initiates resolution after a case is submitted
- H – HR & ITSM: Domains supported for auto resolution
- S – Self-Service Boost: Empowers users to resolve issues independently
- I – Intent Matching: Uses trained flows to match and resolve issues
- F – Fit Criteria: Ideal orgs use Virtual Agent, AI Search, and have clean data
- S – Structured/Unstructured Requests: Handles both types effectively
- I – Integration Limits: No third-party or cross-app integration
- F – Fast MTTR: Reduces mean time to resolution
- A – AI Search: Powers HRSD resolution content
- S – Scalable Design: Requires good data and thoughtful implementation
What is the purpose of Issue Auto Resolution on the Service Portal?
To proactively resolve issues using Virtual Agent conversations on the user’s preferred channel.
When does Issue Auto Resolution begin?
After an incident or case is submitted.
What determines if an issue can be auto-resolved?
A matching Virtual Agent flow.
Which domains does Issue Auto Resolution support?
IT Service Management (ITSM) and Human Resources (HR).
Name three benefits of Issue Auto Resolution.
Improves MTTR, increases self-service, lowers support costs.
How does it enhance employee experience?
By providing efficient, omni-channel support and timely access to information.
Can it handle both structured and unstructured requests?
Yes
What makes an organization ideal for Issue Auto Resolution?
Use of Virtual Agent, autonomous workflows, robust AI Search, NLU skillset, and clean ServiceNow instance.
What are signs that Issue Auto Resolution may not be a good fit?
Heavily customized ServiceNow, legacy systems, poor Virtual Agent adoption, inconsistent knowledge base.
What kind of data is needed to train Issue Auto Resolution models?
Application-specific data for ITSM and HR
What should training data look like?
Free of missing info, misspellings, and inconsistencies
Can Issue Auto Resolution be customized for ITSM?
Yes—VA topics, notifications, comments, work notes, intent thresholds, and utterances.
What powers HRSD customization?
AI Search and configurable response channels
Does Issue Auto Resolution support third-party integrations?
No, it only works within ITSM and HRSD
Why follow design recommendations for Issue Auto Resolution?
To avoid missed opportunities and maximize solution value
