The Virtual agent for IT service deskService Desk application allows you to connect to the Konverso Kbot for Snow virtual agent. The virtual agent provides you with the functionalities of Kbotthe IT Service Desk. The application is designed to improve the ServiceNow customer experience and is not aimed at duplicating information that is already defined in Snow. This page describes how to configure the virtual agent in your environment.

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Once you have finished the Guided Setup tour, you can set up the portal link, live chat functionalities, fine-tune the knowledge base search, and configure the ITSM solution. To learn more about all these steps, explore this documentation chapter.

Debug

When interacting with ServiceNow, the Virtual agent for IT service desk application logs key events. It can also add this information into the syslog table. To enable these debug messages, you must set up the debug accordingly. To do so, go to Virtual agent for IT service desk > Debug and select the Yes checkbox.

The source of the Virtual agent for IT service desk application messages is x_konver_kbot_test.

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