Topic Block utility

  • Release version: Washingtondc
  • Updated May 20, 2024
  • 3 minutes to read
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    Summary of Topic Block utility Extend ServiceNow AI Platform capabilities

    The Topic Block utility in the Virtual Agent allows you to incorporate specific functions or subflows into your conversations. This feature enables the reuse of topic blocks, facilitating dynamic interactions based on user inputs and conditions.

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    Key Features

    • Dynamic Topic Blocks: Activate dynamic options to programmatically select topic blocks based on conditions, allowing for flexible conversation flows.
    • Input and Output Mapping: Define input variables for the selected topic block and specify outputs, enabling tailored responses based on user data.
    • Conditionals: Use no-code or low-code conditions to determine when to display specific nodes, enhancing user engagement through personalized interactions.
    • Example Scenarios: Create complex interactions, such as a password reset process that varies based on two-factor authentication requirements.

    Key Outcomes

    By utilizing the Topic Block utility, ServiceNow customers can enhance the functionality of their Virtual Agent. This capability allows for dynamic interaction flows, improved customer experiences, and the ability to handle complex scenarios efficiently. As a result, customers can expect more responsive and tailored service delivery through their Virtual Agent implementations.

    Use a Topic Block in a Virtual Agent conversation to perform a specific function or subflow that runs certain steps in a calling topic.

    Topic Block utility properties

    For more information, see Add a reusable topic block to a calling topic or topic block.

    Property Description
    Use dynamic Topic Block Set this toggle to activate dynamic Topic Block options.
    Topic block A list of published topic blocks. Select a topic block to add to the calling topic.

    With Use dynamic Topic Block active, use the condition builder to input a condition or script instead.
    Node name Name of the topic block node. The name is automatically assigned based on the topic block that you select. For example, if you choose the Acme Contextual Search topic block, the Name is Acme Contextual Search.

    With Use dynamic Topic Block active, input a name of your choice.
    Input mapping

    The variables to be used as input to the selected topic block. For example, the following image has example variables:

    In this example, input mapping variables include catalog item ID, execute contextual search, confirm catalog item, and show end state card.

    The contents of this area change according to the topic block you selected. Options may include string input, referenced records, scripts, and so forth.

    With Use dynamic Topic Block active, you add all input mappings manually instead by selecting the Manage inputs to define icon (Manage inputs to define icon.). Inputs are handled similarly to the Input Parameters dialog box in the Start segment of a reusable topic block.
    Output mapping

    The variables to be output by the selected topic block. For example, the following image has example variables that are enabled:

    In this example, output mapping variables include record ID, record table, and user option variables.

    The contents of this area change according to the topic block you selected.

    With Use dynamic Topic Block active, you add all input mappings manually instead by selecting the Manage outputs to define icon (Manage outputs to define icon.). Inputs are handled similarly to the Input Parameters dialog box in the Start segment of a reusable topic block.
    Advanced
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    Conditionally use this node if

    A no-code condition statement or low-code script that specifies a condition for presenting this node in the conversation. The condition must evaluate to true.

    Example Topic Block utilities

    Topic Block utility properties include the reference to an available topic block, input mapping variables to the topic block, and the output variables that the topic block will pass.Topic Block utility properties with the Use dynamic Topic Block toggle switch turned on.

    Using dynamic Topic Blocks

    Toggling the dynamic setting on the Topic Block enables you to programmatically choose which topic block or blocks to invoke, based on any number of conditions. You can pass in a dynamic set of inputs without an explicit, one-to-one match for a Topic Block definition.

    For example, assume you have two Topic Blocks. One sets your password by taking your username and returning a success or fail message. The other resets your password, but requires that you send two-factor authentication (2FA) token with the request before returning a success or fail message and a temporary password.

    You can create two separate Topic Block invocations to handle the password-reset procedure, or you can create one Topic Block with the dynamic setting active and defined as follows:

    • Add a script that checks if the reset type is includesTwoFactor = true. If the statement evaluates to true, then you return TwoFactorReset, otherwise you return NormalPasswordReset.
    • Define two input mappings: password and twoFactorToken, both set equal to an object passed in which contains their values.
    • Define two output mappings: successful and tempPass, the latter of which is only set if it exists in the return value for the Topic Block.
    • Define two output nodes to output success or failure, and an output to confirm to you whether the tempPass value is true.

    Example dynamic Topic Block expression

    (function execute() {
    /* Return the name of the topic block to run. For example:
        switch (vaVars.car_make) {
            case 'Ford':
                return 'Ford troubleshooting';
            case 'Toyota':
                return 'Toyota troubleshooting';
            default:
                return 'General car troubleshooting';
        }
    */
})()

    The sample script in the dynamic Topic Block script field returns a value based on your input. In this example, if you input Ford or Toyota, the Virtual Agent will call for the appropriate troubleshooting topic. If you input any other value, the Virtual Agent returns a general troubleshooting topic instead.