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To get started with your Virtual agent for IT Service Desk:

1. Purchase Virtual Agent for IT Service Desk from the ServiceNow store.

2. Install your new product in ServiceNow to make it available on your instance. To learn how to do it, please, study the ServiceNow instructions.

3. 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

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:

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