Virtual Agent Overview

Question 1

What is the purpose of Virtual Agent?

Answer 1

Provide assistance to help users obtain information (from KBs, Service Catalog, or system records), make decisions, and perform common work tasks

Question 2

What type of support tasks can Virtual Agent perform?

Answer 2

• Automate typical Tier 1 support tasks
• Answer FAQs
• Provide tutorial information
• Query of update records (ex: get status on cases or incidents)
• Gather data (attachments) for the agent
• Perform diagnostics
• Resolve multi-step problems

Question 3

Where can Virtual Agent be available?

Answer 3

• Service Portal
• iOS
• Android

Supports third-party messaging apps through SN adapters for Slack, Workplace, MS Teams