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What is
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Virtual Agent for IT Service Desk?
Kbot Virtual Agent for IT Service Desk is a virtual assistant that helps you interact with work in the ServiceNow environment. It can search for information, create tickets, etcsimplifies the processes of interaction, making searching for information and logging issues or making requests easier and faster.
You do not need to open the ServiceNow portal, just let the chatbot know what you need right now. No switching between windows — the ServiceNow functionalities are available in the chat.
Find answers
If you have any questions, ask Kbotthe virtual agent. It has got the access to knowledge bases, so you do not need to use the search systems by yourself. Ask Kbot the assistant and get the answers right away: the articles might contain instructions, screenshots, and videos. or videos. Open quick previews and study the article if it seems useful.
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Log issues and make requests
If you need to create a ticket, Kbot log an issue or make a request, Virtual Agent for IT Service Desk can do it for you. Type the name of the ticket, add the Ask the assistant to create a new record, type a title, add description, estimate the priority, etc.
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How do I interact with Kbot?
You can communicate with Kbot in two ways: in the Team's tab or in the Chat.
Tab
Kbot is displayed as the web chat. Take advantage of speech-to-text technologies and other features.
Click Teams on the left side of the window.
Select your team.
Click the tab with the solution at the top of the window.
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Chat
Exchange messages the same way you communicate with your colleagues.
Click More added apps on the left side of the window.
Select o365.
Once you have started the conversation, you will see it in the Chat menu (the Conversation tab) as well.
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