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Changing the behavior of a Virtual Assistant topic

Some considerations related to making changes to the behavior of 1E Virtual Assistant topics.

Before attempting to modify a 1E Virtual Assistant topic workflow

To implement and administer this product we expect you to be:

  1. A qualified ServiceNow system administrator

  2. ServiceNow Micro-Certified on the Virtual Agent

The main reason for the requirements above is that the topics provided with 1E Virtual Assistant do not have any associated approval workflow and are all enabled by default when you install the product. Before implementing 1E Virtual Assistant in your production environment you must:

  1. Select the topics you want implemented in your production environment.

  2. Modify the topics to include an approval process in ServiceNow.

  3. Fully test those topics in a suitable test environment.

Limitations of the 1E Virtual Assistant topics

The 1E Virtual Assistant topics are provided as examples of what can be configured in your ServiceNow environment. Not all of them are suitable to a production environment as they have no associated ServiceNow approval workflow. You should consider either adding an approval workflow or disabling a topic if you don't want it to be run by any end-user unchecked.

By default, all the topics end with a simple survey, if you don't want your end-users to be constantly polled you should remove this part of the workflow.