Kbot is designed to improve the ServiceNow customer experience and is not aimed at duplicating information that is already defined in SnowThe Virtual agent for IT Service Desk application allows you to connect to Konverso Kbot for Snow virtual agent. This page describes how to purchase, install, and configure the virtual agent in your environment.
| Note |
|---|
This content is targeted to the administrators who are familiar with the ServiceNow concepts. In particular, we will cover OAuth2 authentication, portal links, and |
| Table of Contents |
|---|
Snow authentication
Configure the Snow OAuth2 authentication, so the users can authorize easily. To make Kbot propose the Snow authentication to users, you must register it:
1. Log in to the admin view of the ServiceNow portal.
2. Navigate to the System Oauth section in the menu on the left side of the window and click Application Registry to create a provider.
...
3. Select Create an OAuth API endpoint for external clients.
4. Configure the provider. Add the URL of the bot as a callback, typically something like: https://yourcompany.konverso.ai.
Once you have finished the provider configuration, you can obtain Client ID and Client secret.
Portal links
The bot must know which portal you are using to propose links to users. Retrieve sys_id of your portal from the Portal view, and set it in the following configuration:
| Code Block |
|---|
snow_portal_sys_id = f1226637dbed8b0014c99ee3db9619f1 |
Kbot uses the knowledge base configured in the portal by default, but you can force the chatbot to use a particular knowledge base. To do so, define the snow_kb_sys_id parameter:
| Code Block |
|---|
snow_kb_sys_id = 15c9c81cdbe9cf00e386f3731d96195d |
Page mapping class
The portal might define a special “page” for displaying particular types of ServiceNow objects. The mapping is defined in the configuration variable snow_sys_class_name_to_page in the following format:
| Code Block |
|---|
snow_sys_class_name_to_page = <sys_class_name>:<page_name>[,<sys_class_name>:<page_name>]* |
| Tip |
|---|
Use the wildcard * to define the fallback page. |
See the sample of page mapping:
| Code Block |
|---|
snow_sys_class_name_to_page = pc_hardware_cat_item:device, kb_knowledge:kb_article, sc_cat_item_guide:sc_cat_item_guide,
incident:incident, sc_req_item:request_item, change_request:change, dmn_demand:demand, *:sc_cat_item |
Live chat
To enable the live chat, define the Queue you plan to use. This can be done with the setup of the following kind:
| Code Block |
|---|
snow_chat_queue = d34cc972db798bc014c99ee3db961980 |
Once it is done, you need to define triggers. Please send a request to contact@konverso.ai, so the Konverso team will send you the code.
Portal widget
We recommend adding Kbot as a widget inside the Snow portal. To do so:
Create an application inside Kbot for your new view. Call it ServiceNow (as an example) and enable only Snow OAuth2.
Create a widget inside Kbot and configure the display parameters to fit your needs.
Copy the widget code inside the portal.
Users are prompted to authorize once; after it is done, they do not need to log in. The authentication token is refreshed automatically.
| Table of Contents |
|---|
Virtual agent and ServiceNow application
Konverso Kbot for Snow virtual agent makes it easier for users to work in a ServiceNow environment. To enable this assistant, you install and configure Virtual agent for IT Service Desk, a ServiceNow application.
Eventually, users are able to search for information, log issues and quickly manage requests without having to switch between windows. Also, they do not need to switch between windows, as the ServiceNow functionalities become available in the chat.
Konverso Kbot for Snow virtual agent offers the functionalities of the IT Service Desk.
Virtual agent for IT Service Desk connects the virtual assistant and improves the ServiceNow customer experience.
First steps
To get started with your Virtual agent for IT Service Desk:
Purchase Virtual Agent for IT Service Desk from the ServiceNow store.
Install your new product in ServiceNow to make it available on your instance. To learn how to do it, please, study the ServiceNow instructions.
Configure your Virtual agent for IT Service Desk.
To help you with the configuration process, we have prepared the Guided setup (which is the part of ServiceNow), and the Wiki (help pages on the additional configuration).
Connection details
To connect your bot to ServiceNow, you will need to provide the following connection details:
the URL of a ServiceNow environment;
A service account with a password. This account must have the permissions of the ITIL level. You can set this account to have only API access if you want.
The suffix of the ServiceNow portal (for example, http://abc.service-now.com/sp)
For the ServiceNow OAuth2 authentication protocol:
the client ID
the client secret
ServiceNow applications prerequisites
You need to ensure that the following ServiceNow applications are installed in your environment:
Glide Virtual Agent Lite
Conversational Custom Chat Integration
Agent Chat
| Info |
|---|
For the Live Agent Transfer, it will be required for you to have AWA setup and at least one queue available for testing. |
Guided setup
We tried to explain the initial setup procedure in details in the Guided Setup for Konverso Kbot. Please, open this installation wizard in your ServiceNow environment and follow the steps. It describes the following:
Granting permissions;
Connecting to the Konverso Kbot for Snow virtual agent;
Configuring the OAuth 2.0 authorization;
Adding the widget to your portal: either globally, or for a specific page;
Customizing the widget, so it fits your organization's style.
...
Additional configuration
Once you have finished the Guided Setup tour, you can set up the portal link, enable live chat functionalities, fine-tune the knowledge base search, configure the ITSM solution, and much more.
To learn more about these steps, explore the following pages:
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.
...