ServiceNow Virtual Agent

November 8, 2018 Implement ITSM Virtual Agent to support and scale your IT organization by enabling a virtual agent chatbot to perform the less complicated, more common IT requests and incidents. ITSM Virtual Agent liberates your technicians to concentrate on more challenging, demanding user requests and incidents. This is a general overview of the Virtual Agent application. Read more about the Walk-up Experience via ServiceNow DocumentationFEATURESCheck into a walk-up queue and submit issues or requests online from a laptop, tablet, or mobile device.Check into a walk-up queue and submit issues or requests at the physical location. For both authenticated and guest usersParticipate in customer-satisfaction surveys both onsite at the walk-up location and via email.Receive push and email notifications regarding walk-up interaction creation and assignment.Integrates with other services such as Inventory ManagementUse the domain separation feature to define which end users can access each location queue.Reporting and dashboardsBASIC INSTALL and ConfigurationBelow describes a basic setup to get you started using Virtual AgentActivate PluginsUpgrade to London or laterLogin as adminLeft Navigator Bar > PluginsActivate PluginsGlide Virtual Agent Activate Conversation PluginsThis gives you example Virtual Agent topics. You’ll want to activate the conversation pack depending on your applications you want to supply Virtual Agent for:Recommended: ITSM Virtual Agent Conversations [com.snc.itsm.virtualagent] Customer Service Virtual Agent conversations [com.sn_csm.virtualagent]Virtual Agent Conversations [com.sn_hr_virtual_agent)]See more information on individual plugins in the ServiceNow Documentation: Activate Virtual AgentActivate Topics PRO TIP: If you are waiting for the topics to start working. Start a new conversation after activating the topics. Login as adminIn Left Navigation Bar > Collaboration > Virtual Agent > DesignerClick into each Topic you want to useClick PublishRepeat for each topic you want. ITSM Topics include:Order an ItemCheck IT Ticket StatusSystem StatusCreate Change RequestProcess ApprovalReset PasswordMy Assigned EquipmentSearch Knowledge BaseOpen IT Ticket Virtual Agent WEB ClientAfter the Virtual Agent is installed. Check out the client. I also made up a widget that embeds this client:Embedded Virtual Agent WidgetService Portal Chat WidgetIf you have customized your service portal, the Virtual Agent Service Portal Widget might not automatically be added.Here is how you can add it to your portal. Configure the Service Portal widget for Virtual AgentVirtual Agent BrandingThere are number of different branding properties to further customize the Virtual Agent.Virtual Agent Branding OTHER CONFIGURATIONThese settings are more detailed after you get past the basic setup:Configure the basic conversation settings and customer support contacts.Use the Virtual Agent general settings to define the basic characteristics of a conversation, such as the welcome message and general error message displayed on all Virtual Agent clients.Specify Live Agent chat queues.Specify the chat queues used by live agents for support.BEST WAY TO LEARNSign up for an account with developer.service-now.com, and follow this guide. You can

Location, and color of your chat instance, for example:Example with configurationFinal note: unless the user is logged in to ServiceNow, they can only use the embedded Virtual Agent as 'guest'. For authentication, view the documentation on how to trigger SSO.(Legacy) Process For the steps, we will use as the example host domain. In the screenshots, I use my live personal domain, Note: This does not include steps for SSO authentication to use Virtual Agent as a logged in user. Users will only see topics with Role set to ‘Public’. Article on SSO authentication on external site: Link. In your instance: 1. Install the “Custom URL” plugin. 2. Set the following system properties: Set ‘com.glide.cs.embed.csp_frame_ancestors’ to: 'self' Set ‘com.glide.cs.embed.xframe_options’ to: sameorigin In your hosting service: 3. Navigate to your hosting control panel (e.g. cPanel) and create a subdomain to eventually link to your ServiceNow instance. E.g. This subdomain does not have to be made public, it will redirect to Service Portal. Note: After creating, it may take several minutes for it to become active. 4. Navigate to your DNS manager to add a CNAME record to link your sub-domain to your instance. E.g. in GoDaddy, this is found in My Domains / Domain Settings / Manage DNS. For type, select “CNAME”. For host, enter the subdomain name, e.g. “support”, and for Points to, enter your ServiceNow instance. Once you click ‘Save’, it may take several hours (>6 hours) to propagate. 5. Create a website where you would like the chat client (widget) to appear on. This is the non-instance external site. In my example, I use another subdomain: ‘victorchat’, so Paste the code attached to this article to embed the Virtual Agent widget. It contains an HTML file to create a blank page with a green ‘Chat’ button. (The attachment format

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Is .doc. Change to .html.)Important: Within the code it will reference an instance URL “YOUR-INSTANCE-NAME-HERE". Update the instance link with your instance name. Return to your instance. 6. With the “custom URL” plugin installed earlier, navigate in your instance to ‘Custom URL > Custom URLs’. Click “New”. In the “Domain Name” field, enter your created subdomain. In the “Service Portal” field, select Service Portal. Note: This will not work until after the CNAME is propagated. 7. When you visit you should now be taken to the Service Portal. Again, this may not be necessary for you, so you can hide this if your only concern is embedding the Virtual Agent. Embed Virtual Agent FAQs Do I have to use a custom domain? Yes, you must use a custom domain due to the increased scrutiny on 3rd party cookies and cross origin requests (CORS) from the major web browsers. This is a good thing as it increases overall security. For this to work you must put your ServiceNow site on a subdomain off the parent domain you want to embed the chat client on. For example, if you have the chat client embedded on you must put your ServiceNow instance on a domain off example.com something like The page the client is served from should also be served over https.

The ServiceNow Virtual Agent web client can be embedded in an external site other than your Portal. Below is a step-by-step guide on how to embed your Virtual Agent in an external site. It also contains steps on creating a custom URL, which is a required step. The official documentation can be found here. Example of Virtual Agent embedded on an external site. You can visit this site at Pre-requisites Virtual Agent plug-in installed A “paid” customer instance (a developer instance will not work in the long-term.) Your own hosted domain, e.g. on GoDaddy. New in TokyoIn the Tokyo release, we have created a Portable VA web client that can be directly embedded to any site via javascript. You can view the documentation here: Add the Portable Virtual Agent web client to a third-party website. 1. You need to set up system properties per Step 2 below in the (Legacy) Process. Set ‘com.glide.cs.embed.csp_frame_ancestors’ to: 'self' Set ‘com.glide.cs.embed.xframe_options’ to: sameorigin 2. Configure CORS Rules for the REST API to give access across domains.This rule gives the web domain you specify the rights to call the API that gives it access to the chat widget on the web page without a security restraint. All domains must share a common parent domain. Also, you must create a new CORS Rule for each subdomain that you want to support.Navigate to .Click New.On the form, fill in the fields. FieldDescriptionNameUnique name for the rule.ApplicationScope of the application. Global is the default value.REST APIName of the REST API. Select Conversation Consumer Account [now/cs].DomainThe domain for your website. For example: ageDefault value = 0On the HTTP Methods tab, select GET.Click Submit.3. Add this script reference to your external page header. Note: "site1.mycompany.com" is your instance URL, e.g. for me it's "victortokyo.service-now.com". You can also configure the size,

Blog / Developers / Create a Notification System in ServiceNow using Twilio SMS and Voice An icon of a outbound link arrow "> If you're using ServiceNow, you might want a straightforward way to add one-way outbound messaging with voice and conferencing.This tutorial shows how ServiceNow customers can utilize the out-of-the-box integration with Twilio Messaging and Programmable Voice using the free ServiceNow Notify plugin. The plugin is straightforward to set up, and the business value of implementing it is immense. You can greatly reduce your incidents' time to resolution, shorten the timeline for mobilizing resources to solve incidents, and streamline communications with your customers during active incidents.In this tutorial, you'll implement the ServiceNow and Twilio integration by configuring the following features:ServiceNow Notify for basic SMS and conference callsAlerts and Notifications using the ServiceNow Workflow DesignerAlerts and Notifications using ServiceNow Business RulesServiceNow and Twilio integrationsThis post is Twilio's recommended Crawl integration with ServiceNow. You can learn more about the ServiceNow use case on the Twilio website. An icon of a outbound link arrow "> If you'd like to do contextual outbound notifications and update ServiceNow in real-time via SMS or Voice, see our bi-directional incident management framework to integrate Twilio with ServiceNow – Walk.If you're looking for the most fully-featured Flex and ServiceNow integration, which includes inbound self-service and the ability to escalate to a live agent, see our guide on how to integrate Twilio Studio & Flex with ServiceNow – Run.PrerequisitesBefore you get started, you will need:A Twilio account (Sign up for a free trial account)A ServiceNow account (Sign up for a free developer instance)Configure Twilio phone numbersLogin to your Twilio account. Note: Only one Twilio account or subaccount can be configured on a given Notify driver at a time. Ensure that each ServiceNow instance on which you configure Notify uses a different Twilio account. An icon of a outbound link arrow "> If you are using a free Twilio account, check out this helpful guide on the ServiceNow community board.If you are going to follow Part 2 or Part 3 of this series, or if you are currently using other phone numbers in the account for a different application, consider implementing this tutorial on a separate account or subaccount. The ServiceNow Notify plugin automatically creates a TwiML "ServiceNowTwilioDirect" app for all phone numbers attached to your Twilio account, which will overwrite the current configuration for those phone numbers.Collect your