The Virtual agent for IT Service Desk application allows you to connect to the Konverso Kbot for Snow virtual agent. The virtual agent provides you with the functionalities of the 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.
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.
