ITSM Virtual Agent Lite pre-built topics

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • ITSM Virtual Agent Lite includes several pre-built, read-only topic conversations you can use to set up a virtual agent for your end users.

    ITSM Virtual Agent Lite topics

    Search KB
    Users can access knowledge base articles to resolve issues. After a user enters keywords associated with a knowledge base, the virtual agent prompts the user to enter a search phrase. A contextual search begins and relevant knowledge base articles appear as available choices. Users can select a new search or cancel the search. If the returned articles don't provide the required information, users can create an incident or ask to chat with a live agent.
    Check Ticket Status
    Users can check the status of active IT tickets (incidents or requests). When a user asks about a ticket status, the virtual agent responds with a list of all active tickets for that user. Each ticket includes a link to the incident or request, the item, the status (Stage), and when it was updated.
    Report an Issue
    Users can create incidents using a Record Producer.